When it comes to last-mile delivery, Darren Kawalsky, Chief Commercial Officer at Deliver in Person, knows that a great delivery experience is about far more than just getting a package from A to B. With decades of experience in shaping customer-first delivery experiences for decades with brands like Amazon and IKEA, Darren shares his insights on the tech, brands and philosophies that drive his approach to delivery.
From Bunny Mansions to Seamless Logistics
When asked about his strangest online purchase, Darren certainly delivered (pardon the pun). His most unexpected online purchase? A luxury home—not for himself, but for his daughter’s two pet rabbits, which led to an extravagant bunny mansion.
We got them a two-storey hutch with stairs, private sleeping quarters, even dual barn doors,” he says. “It’s like a rabbit penthouse, and now they’re living the high life.
The Essential Tech for Staying Connected
For Darren, the most powerful tool in his day-to-day work is something simple yet indispensable—his iPhone. “It’s a Swiss army knife—I use it for everything, personal and professional,” he explains. From managing team calls to tracking deliveries in real time, his phone acts as a hub for keeping everything running smoothly.
Beyond just communication, Darren relies on a suite of productivity apps that help streamline decision-making and problem-solving on the go. Whether it’s checking industry news, coordinating with delivery partners, or troubleshooting unexpected logistics challenges, having everything at his fingertips ensures that he stays agile in an industry where every second counts.
The Brand That Sets the Benchmark
With years of experience in logistics, it’s no surprise that Darren looks to Amazon as a gold standard for innovation.
Amazon’s still pushing boundaries; it’s amazing how they keep their competitive edge.
Their relentless focus on customer satisfaction has shaped expectations across the industry and Darren keeps this mindset front and centre at Deliver in Person. He wants to ensure that his team remains focused on customer-first delivery solutions that go beyond just getting a package to the doorstep.
Beyond their technological advancements, what impresses Darren most is Amazon’s ability to anticipate customer needs before they arise. Whether it’s through AI-driven recommendations, ultra-fast fulfilment, or revolutionary last-mile delivery solutions, Amazon has built a culture that prioritises customer convenience—something Darren sees as non-negotiable in today’s ecommerce landscape.
Staying Sharp with Podcasts
When it comes to inspiration, Darren turns to The Contrarians Podcast, hosted by Adam and Adir. “They have great chemistry, and they’re not afraid to challenge the status quo. It’s refreshing,” he says. The podcast’s mix of humour, sharp industry insights and bold takes on business and leadership offers Darren fresh perspectives that he can apply directly to his work.
For him, podcasts aren’t just entertainment—they’re an essential tool for staying ahead of emerging trends, leadership strategies and industry disruptors. The podcast challenges him to think differently, question traditional approaches and push beyond conventional wisdom—a mindset that has helped him ensure Deliver in Person stays ahead of evolving customer demands.
The Challenge of Time Management
Staying informed while managing day-to-day responsibilities is one of Darren’s biggest challenges.
Staying competitive means staying informed, but there’s only so much time in a day.
The rapid pace of change in logistics means constant learning, but knowing how to balance priorities is key.
With new technologies, delivery expectations and customer behaviours evolving at breakneck speed, Darren has developed a focused approach to time management. He carefully filters what’s worth deep-diving into, ensuring that he’s investing his time in the areas that will have the biggest impact on Deliver in Person’s growth.
Balancing Innovation with a Human Touch
Whether it’s through cutting-edge tech, customer-first strategies, or simply making sure expectations are exceeded, Darren’s focus remains the same: delivering more than just parcels. Amidst all the advances in AI, automation and real-time logistics, Darren stresses that human connection is still at the heart of great service. As Darren said: “At the end of the day, delivery isn’t just about getting a parcel from A to B—it’s about creating trust, convenience, and reliability for the customer.”
The Checkout is a short snippet of our conversations.
