Conference Program




Day 2: Wednesday, October 19

Room A Digitally enabled business - 'digital customer touch points'
09:00 - 10:30

Modern logistics delivery services & retail are investing to create state of the art digital customer experience journeys. Physical delivery more and more is accompanied with Digital Services to improve customer experience. The speakers will provide best practice experience from retail, parcel delivery and postal services for digital and hybrid solutions to introduce and improve digital customer touchpoints as an important business lever to gain market share and improve customer retention.

Moderator

Erwin Lenhardt
Senior account executive logistics
T-Systems International GmbH
Germany

Retail meets logistics - common customer touch point challenges

Erwin Lenhardt
Senior account executive logistics
T-Systems International GmbH
Germany

Consistent customer experience along the value chain

Andreas Thams
CSO
DPD Germany
Germany

New approaches in food delivery

Dr Robert Zores
Managing director technology
REWE Digital GmbH
Germany

Post & parcel online services - convenience takes it all

Kai Schmude
VP online touchpoints consumers
Deutsche Post DHL
Germany

Panel Discussion

Andreas Thams
CSO
DPD Germany
Germany
Dr Robert Zores
Managing director technology
REWE Digital GmbH
Germany
Kai Schmude
VP online touchpoints consumers
Deutsche Post DHL
Germany
Panel Moderator:
Erwin Lenhardt
Senior account executive logistics
T-Systems International GmbH
GERMANY

Break

Room A New technologies and the digitization of the supply chain
11:10 - 12:40

How postal operators are using new technologies and digitizing their businesses to enable powerful operations and processes as well as new levels of customer centricity. Focus on • which new technologies and digital products will transform the postal and logistics industry? • how can postal and logistics companies grow through diversification? • How and which digital solutions will drive and strengthen customer centricity? • Which new technologies and digital solutions will optimize services and processes? • Which strategies and use cases highlight the enormous opportunities of those new technologies?

Moderator

Bernhard Bukovc
Chairman
Postal Innovation Platform
France

The postal digital transformation imperative

Brody Buhler
CEO
Escher
USA
In Escher’s annual Future of Post research, digital transformation and last mile delivery were rated as the highest investment priorities. This presentation will explore the findings from the research and what postal organizations must get right to win in a changing market.

Real-time transport fill rates based on computer vision & AI 'state of the art' real-time friction-free computer vision & AI monitoring solution

Christian Oestergaard
Lead visionary/senior group strategist production IT - AI/ML/IOT
PostNord
Denmark
PostNord has initiatives with IoT, AI, sensors and now also computer vison. Linehaul transports between terminals is a vital part of PostNord operation as one of the largest logistic providers in the Nordic. One of the most important KPI’s in optimizing the total km driven is the fill rate of each individual transport. Current method of measuring didn’t meet requirements of validity and involved manual registration. PostNord has together with TCS developed a 'state of the art' real-time friction-free computer vision & AI monitoring solution based on already implemented IT-infrastructure.

The Business of Experience (BX) and new role of digital in postal

Mark Briganti
Principal director
Accenture
Poland
Business Experience (BX) is very much a new category of leadership that savvy CEOs and their leadership teams will embrace as we move deeper into the coming decade. In many ways, BX is the inevitable consequence of the fact that we had been defining the domain of customer-centricity too narrowly as a set of touch points over the past 20 years. Now, customer-centricity needs to be the driving force throughout an entire company in ways that most organizations have yet to embrace. If they do, they can thrive. We will explore what a BX-led approach looks like for a postal operator and offer a view of digital that matters to differentiate and cut through a sea of sameness.

Panel Discussion

Brody Buhler
CEO
Escher
USA
Christian Oestergaard
Lead visionary/senior group strategist production IT - AI/ML/IOT
PostNord
Denmark
Mark Briganti
Principal director
Accenture
Poland
Panel Moderator:
Bernhard Bukovc
Chairman
Postal Innovation Platform
FRANCE

Lunch

Room A Winning the race for the last mile
14:10 - 15:40

Latest developments in last mile delivery, out of home PUDO parcel lockers and delivering choices for receiving customers. In the highly contested and competitive last mile what do consumers want or need and how to resource and deliver their choice whilst taking account of location accuracy, service quality and efficient, sustainable delivery operations. Deciding between home and out of home delivery and PUDOs vs parcel lockers – what are the drivers of each delivery model and how does the ‘offer’ impact on customer behaviour?

Moderator

Graeme Lee
Senior partner
Sunflower Associates
UK

Driving innovation with sustainability first – our choice to lead the climate effort

Tommi Rantanen
Director, logistics technology & data
Posti Oy
Finland
What is the common factor between operational efficiency, great consumer experience, and high customer retention? At Posti, we believe it to be sustainability. We’ve taken the role of not only doing what is requested from us; but seeking a key role in leading the climate effort. Sometimes these actions lead to cost savings in operations. Other times we improve consumer experience – as when our PUDO network better aligns with people’s daily commutes. Also, we have heard from eCommerce retailer customers that our leadership encourages them to go even further with their sustainability agenda. In the end, for all our work to positively impact our planet, each action needs to contribute to the roadmap of net-zero emissions.

Making Germany’s best touchpoint network even better – 20 years of growth and innovation in the Packstation System

Dr Joachim Wessels
Head of operation retail outlets
Deutsche Post AG
Germany
Deutsche Post DHL has been the first logistics provider to introduce a nationwide network of parcel lockers, starting as early as 2003 to provide an easy and customer-focused 24/7 solution for the last mile in post and parcel delivery. This network has been continually expanded in the last 20 years, going from 1,500 lockers in 2008 to more than 10,500 currently. Further expansion to 15,000 lockers is scheduled for the coming years. At the same time, the network is being continually improved through innovation, most recently by the introduction of the 'lean Packstation' which is entirely operated through the customers’ and carriers’ smartphone app and therefore works without screen, printer or scanner. More than 20 million customers are registered for Packstation in Germany and regularly show very high satisfaction with this solution. In addition, delivery to Packstation enables a significant reduction in the CO2 emissions on the last mile.

Delivering at scale through a crowdsourced last mile in Brazil

Gregoire Balasko
COO
Loggi
Brazil
Loggi is today the largest parcel logistics company in Brazil after Correios, the state-owned postal player. Founded in 2014, Loggi has built its last-mile leveraging crowdsourced drivers through technology. It has now reached one of the largest scales in the world. We are presenting the opportunities and challenges that crowdsourced logistics offers and how tech and machine learning must be leveraged to make this model successful.

Improve delivery efficiency - 3 words at a time

Florian Reinhardt
Global partnership lead
What3words Ltd
Germany
When couriers deliver packages to street addresses, they often don’t end up exactly where they need to be. Inaccurate addresses cost businesses time and money, and lead to a frustrating experience for customers. That’s why many logistics companies are now using what3words. what3words has given every 3m square in the world a unique combination of three random words: a what3words address. It allows customers to specify their exact delivery location with just 3 words so delivery drivers know exactly where to go and don’t waste time looking for the right entrance. Join the session to hear the benefits of what3words.

Panel Discussion

Tommi Rantanen
Director, logistics technology & data
Posti Oy
Finland
Dr Joachim Wessels
Head of operation retail outlets
Deutsche Post AG
Germany
Gregoire Balasko
COO
Loggi
Brazil
Florian Reinhardt
Global partnership lead
What3words Ltd
Germany
Patrick van Lammeren
Managing director
E-Biss International
Belgium
Panel Moderator:
Graeme Lee
Senior partner
Sunflower Associates
UK