A hallmark of Amazon’s innovation approach is to always start with the customer and work backward. This session will provide an overview of the approach Amazon.com has taken in addressing pressing customer challenges and opportunities related to the supply chain with the launch of Prime One Day delivery. We will explain how customer needs and promises transformed Amazon’s approach to innovating in the space, and highlight the role of artificial intelligence (AI) and machine learning (ML) to enable the creation of new and innovative customer experiences. We will also share lessons learned across cultural, process, and technical aspects of Amazon’s journey of applying and scaling ML capabilities across the organization.