The eCommerce market is growing in both domestic and cross-border markets. While the cross-border postal ecosystem was designed decades ago to facilitate mail among countries, the future will involve an increasing volume of parcels. For all participants, there are multiple implications in terms of services/offerings, processes, technology, and customer management. This session will focus on several key implications: – Rise of the Recipients; heightened importance of managing the entire parcel journey – Differentiating via Delivery; implications of a world with fewer “stores” and limited opportunities to connect with customers – Better Service via Self-Service; customer experience-oriented DIY solutions – All About the Information; transformation from focus on moving physical items to also managing the information, including predicting future events – Changing Roles of Employees; assisting customers in more complex transactions and technology-enhanced processes.
Kara Shuler, Deloitte Consulting
Richard Carson, Deloitte Consulting
Greg Lowell, Deloitte Consulting