14:00 CET - Delivery Solutions Theatre - Customer Experience as a Competitive Tool
With increasing competition in the delivery market and customers expecting on-time delivery to the correct address as standard, this session looks at how the customer experience of ordering and delivery can be turned into a differentiator for delivery companies and become a competitive advantage.
Biography: Graeme Lee is a former World Bank Senior Postal Policy Specialist. Passionate about the postal sector he is keen to promote the use of the postal sector in developing countries to provide a range of postal, financial and commercial services.
14:00 CET - Last-mile consumer flexibility
Petri Princis Senior business developer PostNord Sweden
Biography: Petri Princis is senior business developer for eCom and Logistics in PostNord Sweden. He works on architecting the business unit strategical activities especially in the last-mile booth for customer, consumer and business benefits. He also develops awareness to raise the level of strategic and tactical knowhow with product owners.
This presentation will demonstrate how to use consumer apps to enhance delivery service and experience by letting the receiver choose where and when to receive their parcels or pick them up, or have a PUDO parcel delivered home. Let the consumer also have an uplifting live tracking experience.
Biography: Eduard is the CEO of Direct4.me, a Palo Alto-based tech startup on a mission to provide sustainable living via delivery infrastructure – a safe, unattended delivery terminal at the customer's doorstep. Prior to this, Eduard worked as head of sales and e-commerce at CETV (a NASDAQ-traded media and entertainment company) and head of strategy at BMG NY, a Bertelsmann company.
Delivery anxiety holds back e-commerce growth. Human-to-human deliveries are expensive and uncertain. Uncertainty causes delivery anxiety, a major reason for not clicking the ‘buy now’ button. You can remove delivery anxiety by providing certainty and a ‘no action required’ delivery service at the customer’s doorstep.
Biography: Kevin spent over 30 years working at the UK Post Office in a variety of sales and strategy roles. This included launching a range of own brand financial services products, development of the Post Office card account, a benefits payment account for the unbanked that at its peak had nearly 5m customers and P&L responsibility for £500m covering all Government and Mails contracts. He was also responsible for the £1bn Government funded Network Transformation Programme that saw closer integration between the retail operation of the host retailers and the post office operation. This freed up vital retail space, increased opening hours and helped make post offices more accessible for customers. Prior to leaving the Post Office in 2017, Kevin developed the 2020 -23 strategy for the network of 11,600 post offices which included simplification of transactions, increased automation and renewal of the post office POS solution. This included developing the integration of post office software onto host retailer’s own ePos systems. Kevin then worked for a fast growing boutique consultancy, helping them to set up a professional bid function and sales operations capability that helped them to win new business from Government and win places on three framework contracts. Kevin joined Escher in 2019 as Vice President Sales for the EMEA region.
Today’s consumers are spoiled for options. They can easily jump to another brand after one poor experience. This makes earning and maintaining customer trust essential. But what is really driving this behaviour and what can Posts do about it. Join us for this presentation as Kevin Seller, VP, Sales at Escher helps Posts envision a dramatically enhanced customer experience of the very near future. A model where the entire customer journey is seamlessly connected, including physical and digital channels and it is customer behavior that is driving this change. Customer interactions with Posts at all touch points are quick, convenient, and intuitive. Kevin will also detail steps to make this vision a reality and help Posts turn this new approach into a sustainable competitive advantage.