Karlijn Krol from PostNL's Innovation Lab (Innovation Studio) joins me to talk about how posts can foster innovation:
- The Innovation Lab's position within the PostNL management structure
- The development cycle at the Innovation Lab
- Customers' willingness to pay for a product or service
- What the "moment of truth" is
- PostNL's baggage service (Bagageservice) - how it works, and how it was developed
- "Ownership" of a product during development and post-development
- Piloting a new service
