Lara GuevaraSupply Chain expert (Product and Service)

Your CX Team Isn’t Slow. Your 3PL Is. #customerexperience #supplychain #shorts

14 Sept 2026 · 0 min

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0:29

Lara Guevara explains why CX teams look slow: they can't answer customer questions about orders until the 3PL responds. When a 3PL takes two days to reply, that becomes the CX team's response time, even though they're waiting. Customers blame the brand's CX team in reviews for delays the 3PL caused.

When a customer emails asking where their order is, your CX person can't answer until the 3PLs answer. So your 3PLs' 2-day reply time becomes your CX team's 2-day reply time. Wear your brand's name. Your CX person didn't get slower. They're waiting on somebody you chose, and in November, they'll get blamed for it in reviews by name sometimes, which is genuinely awful thing to watch happen to somebody who did nothing wrong.

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