A customer discovers a product, compares prices, places an order and completes payment. Everything appears to have gone smoothly. Then the delivery arrives late. The product is damaged, communication is poor, or the customer has no idea when the order will arrive. Suddenly, a promising shopping experience becomes a frustrating one. This is the reality of last-mile delivery—the final stage of getting a product from a store, warehouse or distribution point to the customer. For

As the continent continues its trajectory of urbanization and increasing internet penetration, the burgeoning growth of e-commerce and...