Wayne Haubner, Escher Chief Technology Officer, and Ken Peterson,
President, Customer Experience, QuestionPro, go in-depth on the
future of contactless delivery and customer self-service:
Impact of the pandemic on contactless delivery
Pre-pandemic trends in self-service, such as parcel lockers and
self-service terminals, as well as online
Easy wins for postal operators to offer contactless
deliveries
Cost-effective customer-centric delivery tools
Self-serve kiosks - and reimagining what a self-service kiosk
looks like
Reducing customer contact in payment
Accessibility of self-service options, for acceptance and
drop-off of parcels
Will customers adopt contactless or self-service delivery
experiences?
Physical signatures for delivery acceptance - what will the
future hold?
Future identity verification systems - including digital
ID
Proving a customer’s identity when collecting from a parcel
locker
Delivery of alcohol, drugs, and high value items
The customer delivery experience
Increasing convenience without increasing cost while improving
customer experience
Special trips to special locations are a thing of the past -
and this might have implications for the post office network
What the data tells us for parcel delivery and customer touch
points
Recognising customer preferences
Immediate, authentic customer feedback
Overcoming cultural resistance to real-time engagement with
customers
Working from home - implications for delivery (first mile and
last mile)
About the Podcast
The Postal Hub is the podcast for the global postal, parcels, delivery and express sectors.