Khazalin Ghuzal, Chief Retail Officer at Pos Malaysia, shares how Malaysia's postal operator is working to create a modern postal retail network. This interview was recorded at the 6th International Postal Retail Benchmarking Workshop held in Ljubljana in 2025.
In this conversation, we cover:
- Overview of the Pos Malaysia post office network
- Mobile post office services and technology
- USO for postal access
- The challenge of declining footfall
- Pos Shop concept - monetising unutilised space in post offices
- Customer behaviour and convenience
- PUDO partner pilot programme
- Self-service options to assist with queue management
- The omnichannel experience
- Creating a super app
