Jesscia Webb of ShipStation & Rachel McGarry of DHL Express talk about changing consumer behavior & how express shipping & new tech is shaping modern commerce.

IN THIS EPISODE WE DISCUSS:

[02.14] An introduction to Jessica and her role at ShipStation, and Rachel and her role at DHL Express.

[03.50] The evolution of the e-commerce market and the factors influencing it, from cost to consumer experience.

"The shopping experience for consumers has changed. Now shopping and shipping is the same."

[07.03] What ShipStation's recent report reveals about customer expectations for delivery, and how much they're willing to pay for premium and express shipping.

[09.18] How delivery speed translates to brand trust, credibility and reliability, and the online research consumers are willing to carry out to find the right shopping experience.

"If you don't have those options, the customer will go to another brand. Delivery options and speed are part of the full brand and shopping experience, starting at the checkout."

[11.50] Willingness to pay: when and where consumers typically expect free shipping, when they're happy to pay, and how much.

[16.52] How technology with ShipStation helps SMBs get visibility into buyer behavior around shipping choices.

[18.42] How SMBs can turn this data into customer insights to make smarter, more confident decisions.

[19.40] What ShipStation's report reveals about AI-mediated shopping, and how companies need to invest in AI if they want to get ahead of the game.

"80% of customers are already using some sort of AI chatbot for shopping or decision-making… So if that many people are willing to trust AI in their day-to-day life, it's something that e-commerce brands need to take seriously."

[21.54] Why AI and a lack of accurate data can undermine trust if done wrong.

"The fragility is in the data."

[23.05] How SBMs can compete, in a climate where margins are being squeezed from all angles, and what they can leverage as a differentiator instead of a focus on price.

"Having this data and understanding what customers are actually willing to pay for that premium delivery will help you keep those margins under control."

[24.36] The top three priorities for e-commerce businesses, the importance of testing solutions and measuring outcomes, and how you can focus on speed and convenience without sacrificing profitability.

[26.42] A case study exploring how one ShipStation customer leveraged the rate shopping feature to multiply operations x3 in peak season without adding headcount, whilst another was able to expand into new regions and create new revenue streams.

[30.59] What 2026 is going to bring for the industry and ShipStation.

"There's a lot of uncertainty, but with that shift there's such incredible areas of opportunity for carriers and technologies to unite in a way that's really meaningful."

RESOURCES AND LINKS MENTIONED:

Head over to ShipStation's website now to find out more and discover how they could help you too. You can also connect with ShipStation and keep up to date with the latest over on Facebook, LinkedIn or Instagram, or you can connect with Jessica or Rachel on LinkedIn.

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