Episode 209: Contactless customer delivery experience

Postal Hub podcast

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)