In this episode of Supply Chain Now, host Scott Luton and special guest co-host Tevon E. Taylor welcome Lori Boyer, Head of Content Marketing at EasyPost, to unpack the post-purchase experience (tracking, claims, and returns) and how owning these moments drives loyalty and repeat purchase. Drawing on fresh consumer research, Lori explains why reliability and flexibility now outrank “free,” why brands, not carriers, are held responsible for delivery outcomes, and how proactive notifications can double as high-performing marketing touchpoints. Together, the panel dives into practical plays shippers can run today: cutting “where is my order?” calls with automated, branded tracking; removing friction with one-click USPS claims filing; and turning adverse events into brand-building recoveries. They also explore modern return realities. From fraud and “keep-the-item” policies to sustainability pressures, and how to reduce returns at the source with better product information, sizing guidance, and segmentation. If you ship anything in 2025, this fast-moving conversation is a field guide to protecting your brand promise after the buy button. This episode is hosted by Scott Luton and Tevon Taylor, and produced by Trisha Cordes, Joshua Miranda, and Amanda Luton.   Additional Links & Resources Check out all the great resources and information mentioned…

In an era where artificial intelligence dominates boardroom conversations, global supply chain leaders face a new challenge: separating hype from real, scalable value. As AI becomes an essential part of the enterprise toolkit, organizations are racing to implement it not just for efficiency, but also for empowering teams, making better decisions, and transforming entire value chains. In this episode of Supply Chain Now, Scott Luton sits down with Anouk Schoenmakers, Managing Partner Consulting Solutions at Bluecrux, and Joy Taylor, Managing Director at alliantConsulting, to explore how organizations can move beyond the AI buzz and create meaningful, people-centered transformation across the value chain. Together, they unpack how supply chain leaders can use AI not as a shiny object, but as an enabler of better, faster, and more confident decision-making. Anouk shares why decision intelligence is now a survival skill for modern businesses, and how companies can build the agility and mindset needed to thrive amid constant disruption. Joy offers her perspective on change management and the human side of digital transformation, explaining why technology alone isn’t enough without trust, transparency, and a people-first culture. From decoupling data and decision flows to scaling AI adoption through trust and clarity, they explore actionable…