What does it take to turn post-purchase chaos into a competitive advantage?

In this episode, we sit down with Murray Watts, Head of Strategic Partnerships at Route, to explore what best-in-class post-purchase experiences actually look like – and how brands can unlock profit, loyalty, and growth where most still bleed margin.

With a background spanning medical device sales, tech, and now e-commerce logistics, Murray shares what he’s learned from a decade of working with brands across the spectrum – and why taking care of customers after checkout is quickly becoming the most important (and most overlooked) revenue lever in D2C.

• We discuss:
  Why a single lost package can destroy hard-won trust – and how brands can automate the fix
• How Route turns replacement orders into new revenue
• What carbon neutral shipping actually means in 2025 – and why it matters
• How co-marketing and cashback are creating new paths to retention
• What high-LTV brands are doing differently in loyalty and CX right now

Plus, Murray shares how Route helped a luxury brand throw a Paris Hilton-backed event and save their marketing budget – and why that kind of partnership is the future.

This episode is a must-listen for anyone in D2C ops, CX, or retention – or anyone wondering how to stay profitable when customer expectations (and costs) just keep rising.

What does it take to move from dashboards to decisions – and make your supply chain data actually work for you?

In this episode, we sit down with Sunder Balakrishnan, Head of the Supply Chain Practice at LatentView Analytics, to talk about the evolving role of data in supply chain management. With 18 years of experience across factory floors, retail, and consulting, Sunder has seen firsthand how analytics, AI, and real domain knowledge can unlock serious business value — if used the right way.

We discuss:
• Why supply chain analytics is no longer just about reports, but about readiness
• What businesses are still getting wrong when it comes to data collection
• How to apply AI (without falling into the “GenAI solves everything” trap)
• What agentic AI and digital twins could mean for the future of supply chain planning
• How long-term partnerships shape smarter, faster decision-making

Plus, Sunder shares the most common data gaps across industries – and how fixing them can prevent stockouts, reduce backorders, and improve forecasting in ways dashboards never could.

If you want to make better decisions, faster – and build a supply chain that’s ready for what’s next — this episode is for you.

What does it take to scale a direct-to-consumer brand from startup scrappiness to operational excellence?

In this episode, we sit down with Emily Kelly, Senior Director of Operations at Zenni Optical, to explore the building blocks behind D2C success. With a career spanning brands like Birchbox, Helix, Hubble, and now Zenni, Emily has lived every stage of the operational lifecycle — from sourcing to fulfillment to loyalty programs.

We discuss:
• Why personalization at scale isn’t just a tech challenge — it’s a logistics one
• How to choose the right time to automate (and what not to automate yet)
• When it makes sense to outsource to a 3PL and when it really doesn’t
• Why retention starts after checkout and how to make it count
• What Zenni’s vertically integrated model enables (that most brands can’t replicate)

Plus, Emily breaks down the cost-speed-experience triangle and shares why most brands should only try to win on two of the three.

If you care about making D2C work – without losing your edge or your customers – this episode is for you.

What if your returns, trade-ins, and second-quality stock could become your next growth engine?

In this episode, we dive into the booming world of branded resale with Jake Disraeli, Co-Founder and CEO at Treet — the platform powering resale experiences for 250+ fashion brands. From peer-to-peer listings to reverse logistics and AI-powered matching, Treet helps brands keep products in circulation and customers coming back.

Jake shares:
• Why resale is about more than sustainability (hint: it drives loyalty and revenue)
• What logistics partners need to make resale work
• How regulations and tariffs are reshaping fashion operations
• Why the best resale programs start small and scale fast

We also talk about single-SKU fulfillment, the myth of resale complexity — and why your next best customer might be buying secondhand.

Disclaimer: The opinions expressed by the hosts are personal opinions and not representative of the position of their employers on the discussed topics.

ERPs aren’t exactly known for being exciting – but Fulfil.IO is changing that. In this episode, we sit down with Sharoon Thomas, Co-Founder and CEO of Fulfil.IO, to talk about what it really takes to build modern ERP software for fast-moving DTC brands.

Sharoon shares how growing up inside a logistics-driven family business shaped his passion for inventory and operations (yes, even before the internet), and how his team is rethinking everything from product development to AI integration.

We talk about:
- Why DTC brands need a completely different kind of ERP
- Real-world applications of AI that are actually working inside Fulfil
- How Fulfil builds without product managers or a roadmap — on purpose
- Why they left the VC path to grow on their own terms
- What the future of ERP might look like (spoiler: it includes voice, chat, and zero training manuals)

Whether you're scaling a DTC brand or just want to understand how ERP software is evolving fast – this is one to queue up.

In this episode of Out of the Box, we sit down with Brian Tu, Chief Revenue Officer at DCL Logistics, to trace how a family-run disk duplication business evolved into a nationwide fulfillment company trusted by top-tier brands like Beats by Dre, Nest, and Meraki.

Over 43 years in logistics, DCL has witnessed – and driven – some of the industry’s most important transformations. Brian shares how growing up in the warehouse shaped his perspective, why operational excellence is their north star, and how DCL maintains customer relationships that span decades.

We dive into:
- How DCL pivoted from floppy disks to high-quality fulfillment
- The power of service-first relationships in a tech-driven world
- Why quality and specialization still matter in the age of one-size-fits-all logistics
- What the future of 3PL looks like amidst global uncertainty, trade disruption & rising delivery expectations
- And how curiosity (and even TikTok) keeps Brian tapped into what brands need next

Whether you're scaling a consumer brand or just logistics-curious, this one’s a masterclass in long-term thinking.

Unplanned downtime, costly inefficiencies, and siloed systems – these are some of the biggest challenges in logistics and manufacturing. But what if you could predict failures before they happen?

In this episode, we sit down with Nivedita Ojha, CEO & Co-Founder of Kamet AI, a company simplifying industrial automation with predictive analytics. Recognized as one of the Top 10 Influential Women Leaders of 2024, Nivedita shares how Kamet AI is helping businesses optimize automation, minimize risk, and finally connect machines, humans, and systems seamlessly.

We talk about:
- Why many companies unknowingly create expensive buffers instead of preventing failures
- How AI-driven predictions can prevent warehouse slowdowns, safety risks, and outages
- The future of AI in logistics—and why software (not just hardware) will be the real game changer

As a bonus, Nivedita gives some unfiltered advice for female founders and shares Kamet’s vision of becoming the Palantir of Industrial Automation.

What makes logistics such an exciting space for investors? In this episode, Santosh Sankar, Co-Founder and Managing Partner at Dynamo Ventures, joins us to dive into the evolving world of supply chain investing.

We explore:

• How logistics became a focus for VC funding and what investors look for in startups
• The role of AI and automation in shaping the next generation of supply chain technology
• The biggest challenges for logistics startups and why traditional SaaS models don’t always fit
• How drone delivery, contract management AI, and freight automation are reshaping the industry
• The impact of tariffs, trade policies, and nearshoring on future investments

Plus, Santosh shares his experience seeing the future of delivery firsthand—and why drone-delivered fries might soon be the norm.