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)
