The global postal network’s extensive reach is no longer enough to guarantee competitiveness. Turning that reach into business value requires reliable services, stronger partnerships and innovation that responds to changing customer expectations. This was a central message of the second UPU Postal Forum, held on 22 October 2026 at UPU headquarters in Berne, Switzerland.
Held during the Postal Operations Council (POC) session under the theme “The network advantage: turning visibility into trust and value,” the forum brought together postal operators, e-commerce marketplaces, and technology and academic experts. The forum provided a unique platform to examine market trends and identify practical solutions on how Posts can make better use of their postal networks in the e-commerce era.In his opening remarks, UPU Director General Masahiko Metoki pointed to the postal network’s extensive reach, local knowledge and ability to meet the needs of underserved communities, while acknowledging the changing landscape and growing competition in the sector.
“The postal network cannot rely on its historic reach to remain the network of choice,” he said. “Our task is to combine these strengths with the reliability, visibility and responsiveness that customers expect.”
Metoki also stressed the UPU’s vital role in facilitating cross-border information flows through common standards and cooperation.
Jean-Paul Forceville, representing France as POC Chair, recalled that the forum in April had challenged long-held assumptions about the postal sector and examined diversification strategies. He cautioned that greater volumes do not necessarily translate into greater value, while reliable services remain essential to customer trust.
Making network reach work for customers
Brody Buhler, CEO of Escher Group, opened the discussions, using research and live audience polls to provide insight into the industry. The interactive session examined changing customer preferences, growing demand for self-service and parcel lockers, cross-border delivery pressures, and the potential of artificial intelligence.
The first panel, moderated by Kate Muth, Executive Director of the International Mailers’ Advisory Group, examined how postal operators and marketplaces could make better use of the network’s existing strengths.
Pascal Grieder, CEO of Swiss Post, described how the operator combines logistics, digital and financial services to serve customers. With a 98% first-attempt parcel delivery rate and around 2,000 staffed access points nationwide, Swiss Post demonstrated how network density, reliability and integrated services can support competitiveness.
In Mongolia, vast distances and a dispersed population call for a different approach. Telmen Gerelt, CEO of Mongol Post JSC, described how the operator has expanded its delivery capacity in Ulaanbaatar, moving beyond just 22 traditional branches to around 200 parcel lockers. He also outlined a revenue-sharing partnership model in which partners finance infrastructure while Mongol Post covers operating costs, with both sharing returns and risks.
For e-commerce marketplaces, reliable delivery and easier access to postal services were central concerns.
Roman Sobieri, Head of Global Shipping at Etsy, stressed the importance of accurate tracking and predictable delivery for the platform’s 5.6 million sellers. He called for a “single interface” that would allow businesses to access postal operators worldwide without separate integrations.
Leonard Klenner, Executive Assistant for Corporate Affairs at Temu, emphasized postal operators’ trusted local presence and established community relationships. He pointed to Temu’s strategic partnerships with 10 national postal operators in Europe as examples of cooperation that can improve e-commerce delivery.
Turning AI and data into practical value
The second panel, moderated by Suryansh Jalan, Chief Business Officer of FarEye, focused on how AI and better use of data could improve postal operations and strategic decision making.
Franco Chirichella, Chief Information Officer at Canada Post, outlined the operator’s phased approach to AI adoption. One use case helped reduce contract processing time from around 15 days to fewer than three. He stressed that scaling AI requires measurable business value, supported by appropriate governance and security measures.
Dr José Anson, Chief Economist at the UPU International Bureau, presented how AI could help postal leaders evaluate a wider range of strategic options and make better-informed decisions. He stressed the importance of reliable, interoperable data and the UPU’s role in developing shared AI capabilities for the sector, while emphasizing that postal leaders must retain responsibility for final decisions.
The workforce was another priority. Dr Daniela Cabanilla, CEO of Miami Business Technological University, stressed the need to strengthen professional skills and AI literacy as operators adopt new technologies.
“Even the best AI cannot help your staff if they are not competent and trained to use it,” she said.
Strengthening the network’s collective advantage
Closing the forum, UPU Deputy Director General Marjan Osvald challenged projections of declining postal market share in e-commerce.
“A projection is not a verdict,” he said.
Osvald stressed that the network’s collective strength depends on its ability to provide customers with reliable delivery experience across borders. Linking the discussions to the POC’s work on standards, interoperability and service quality, he concluded with a question: “When we look back from 2030, what will we wish we had started doing today?”
Explore highlights from the Forum in photos on UPU Flickr.
More information about the Forum is available on the UPU Postal Forum (S2) event page.