New categories of last-mile delivery companies and sharing services are emerging to meet growing challenges.

The goal of omnichannel retailing is to create a seamless and transparent experience for the customer that enhances the retailer's brand. To date, the omnichannel retailing focus has been largely on the selling experience and not how the retailer gets the goods into the customer's hands. However, customers measure the entire shopping experience, including delivery. Omnichannel selling is making retailers responsible for home delivery, whether they like it or not, and last-mile delivery performance is the last word about the retailer in the customer's mind.

Analyst Insight: Fourth-party logistics providers (4PLs) are gaining traction in the final delivery service provider industry. The explosion of order-direct to customer delivery has created a need for final delivery service providers with varying capacities and capabilities. 4PLs can provide a network of regional final delivery companies. The creation of strong 4PL players has captured the trust of manufacturers and retailers. – Lisa Kennedy, Project Manager, Tompkins International