EP366: The Hidden Ecommerce P&L Lever: Rethinking Delivery As A Growth Strategy, With Ingrid CRO Fraser Trivett

<p>tl;dr What you&#39;ll learn:</p><ul><li>Why transparent delivery promises can influence conversion, trust and loyalty.</li><li>How delivery choices, pricing, customer value and returns affect profitability.</li><li>What to consider when deciding whether to build or buy delivery capabilities—and where AI may help.</li></ul><p><br></p><p>Delivery’s often treated as a cost to contain but it also shapes whether customers trust a brand, complete a purchase and come back. In this conversation, James Gurd and Fraser Trivett, CRO at Ingrid, explore how ecommerce businesses can rethink delivery as both a customer experience and a profit-centre opportunity.</p><p>The key is to make delivery promises clear, accurate and suited to customers’ needs. Hidden costs or missed promises can undermine trust, while well-chosen delivery options can help reduce checkout friction and support healthier margins. </p><p>The discussion covers using customer and product data to make more strategic decisions, weighing build-versus-buy choices and how AI can help businesses act on delivery insights faster.</p>