Description

In this episode of Chain Reaction, Michael Ostroumov speaks with Neil Powell, founder and Managing Director of The NX Group, a niche 3PL logistics provider based in Northamptonshire, UK. Neil shares how his business has carved out a loyal client base by focusing on secure logistics, operational integrity, and deeply personalized service. Amidst a turbulent market shaped by post-Brexit pressures and economic uncertainty, Neil explains why these core values have become their competitive edge.

The conversation explores the challenges of delivering exceptional service in an industry often driven by cost-cutting and price-checking. Neil articulates why trust, consistency, and being people-led matter more than ever, especially when handling fragile or high-value goods. He also touches on the evolving role of AI in logistics, not as a replacement but as a vital tool to empower human teams and deliver on rising customer expectations for visibility and control.

Guest Bio

Neil Powell is the founder and Managing Director of The NX Group, a secure logistics and warehousing provider offering next-day delivery across 90% of the UK. Under his leadership, NX has become known for its high-touch, service-led approach and reliable secure network. Neil brings decades of experience in logistics and is passionate about blending strong personal engagement with modern technologies to meet and exceed client expectations.

Takeaways

• The NX Group distinguishes itself through secure logistics and personal, hands-on leadership.
• Their entire operation - drivers, warehouses, customer service - is fully in-house for quality control.
• High-value or fragile items require exceptional care, visibility, and accountability in delivery.
• Despite market challenges, NX thrives by focusing on premium service rather than price wars.
• Neil embraces adversity, seeing downturns as a time to gain market share through excellence.
• Technology, particularly AI and data transparency, is key to meeting customer expectations.
• NX challenges clients to clarify what data they need and why, to provide tailored insights.
• Trust, dependability, and respectful interactions are central to customer and partner relationships.
• NX views AI as an enabler to elevate team performance - not a threat to jobs.
• The firm’s security promise is underpinned by minimal touchpoints and a controlled logistics network.
• Consistency of service builds long-term relationships even in a margin-sensitive market.
• Positive word-of-mouth and standout website messaging help drive new business.

Chapters

00:00 Introduction to Neil Powell and NX Group

01:32 What makes NX a niche 3PL

02:12 Service-led approach and team culture

04:11 What secure logistics really means

06:55 Specialized logistics for high-value goods

08:57 Navigating current market pressures

10:30 Competing on quality over price

12:41 Technology, AI, and visibility in logistics

14:48 Using AI to enhance—not replace—humans

17:01 Challenging clients to define their data needs

19:22 The role of trust and dependability

22:23 Balancing price, trust, and long-term value

23:10 Closing remarks

⁠⁠Follow Neil Powell on LinkedIn⁠⁠

⁠⁠Follow Michael Ostroumov on LinkedIn