The UPU World Leaders Forum, held on 22 and 23 October as part of Parcel+Post Expo, brought together key voices from the postal and logistics industry to discuss challenges in digital transformation and maintaining customer trust. The forum provided a collaborative space to address issues like artificial intelligence, cybersecurity, and inclusive innovation, exploring how the postal sector can adapt and continue serving as a reliable pillar of global communication and commerce.
The forum opened with a breakout panel focused on the essential role of women in fostering inclusive and collaborative growth in the postal sector. Panelists included Ivana Vrviscar, member of Pošta Slovenije’s Executive Management, Mariella Buisson, CEO of Seychelles Postal Service, and Siobhan MacDermott, Head of 8 Degrees East’s Global Advisory Business. Led by Simona Bratusa, International Mail Advisor for Pošta Slovenije, they discussed the unique challenges women face in an industry that has traditionally skewed male, emphasizing that diverse perspectives, especially from women, are vital for a customer-focused, inclusive postal sector.
Panelists discussed the need to eliminate gender biases in AI, stressing that tech solutions must be developed with input from a broad range of perspectives to meet diverse customer needs. They also underscored the importance of mentorship to inspire women to enter technology-focused roles, a crucial step toward an inclusive industry. The panel concluded with advice for emerging female leaders to remain persistent, confident, and proactive in seeking mentors and advocating for themselves within their organizations.
Intelligent Solutions for the Postal Sector
The forum’s keynote on artificial intelligence (AI) was delivered by Edgar Barroso, CEO of Horizons Architecture, who highlighted AI's transformative potential for the postal sector. He discussed how AI, when paired with human expertise, can elevate customer experiences by personalizing services, optimizing delivery, and accurately predicting customer needs.
A roundtable following the keynote featured key industry figures, including Dr. Vinaya Prakash Singh, Secretary-General of the Asian-Pacific Postal Union, Christian Oestergaard, Lead Visionary and Senior Group Strategist at PostNord, Farah Akoum, Senior Director of Product Management and Digital Shopping Experience at Nordstrom, and Valeria Sadovykh, Technology Strategist at Microsoft. They emphasized the importance of “hybrid” intelligence, combining AI with human oversight, as essential to ensuring ethical and responsible use of technology. Panelists also stressed the postal sector’s responsibility to manage personal data transparently and with integrity, maintaining customer trust as the industry integrates more AI-based solutions.
Cybersecurity and Trust
Cybersecurity was a focal point, with leaders delving into the complex cyber threats facing the postal sector. In her keynote, Nadja El Fertasi, founder of Thrive with EQ, discussed the urgent need for a human-centered approach to cybersecurity. She argued that effective cybersecurity combines technical know-how with emotional intelligence (EQ), as a lack of EQ during cyber incidents can harm stakeholder trust and damage reputations.
A roundtable discussion on cybersecurity featured experts such as Michel Dubois, Scientific and Technology Director at La Poste Groupe, Piyush Srivastava, Enterprise Service Manager at Amazon Web Services, Sushan Banerjee, Global Information Security Officer at Beyon Connect, and Siobhan MacDermott. They reinforced the critical role of human vigilance, noting that most cyber breaches stem from human error. Panelists advocated for rigorous security training, regular drills, and strict accountability measures to uphold security standards. They also supported a shared responsibility model, encouraging customers to participate in cybersecurity awareness alongside postal operators.
Collaborative Solutions for Modern Demands
The forum concluded with a showcase of partnerships aimed at enhancing customer trust and addressing modern demands in postal services. Key partnerships highlighted included An Post and Hurricane Commerce’s collaboration to streamline cross-border e-commerce with duty and tax calculation tools, which simplifies customs processes and improves the customer experience. Ukrposhta, in partnership with AfterShip, showcased a comprehensive tracking solution to support Ukrainian merchants on platforms like Etsy and eBay.
Other partnerships focused on digital innovation and security. GN TEQ and Saudi Post (SPL) shared how they collaborated to digitize SPL’s logistics operations, automating key processes like customer onboarding, customs clearance, billing, and tracking, leading to improved efficiency and higher delivery success rates. SF Express demonstrated its work establishing an intelligent cloud security inspection platform with China Post to enhance the safety of postal workers and customers, improve satisfaction, and strengthen collaboration with global partners.