Postal Innovation Forum 2024

Rendez-vous with the future: innovation in the postal sector

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Opening remarks
 

• Masahiko Metoki, Director General, Universal Postal Union (UPU)

Keynote: The human element: navigating customer experience in the AI era
 

• Martin Eduard Debusmann, Partner, EY, Government and Public Sector Consulting Partner, Switzerland

In a world where artificial intelligence (AI) is reshaping every facet of business, this keynote will explore the critical question of the human element: How does one maintain the human touch in an increasingly automated landscape? Where does the human element bring more value to customers than the efficiency gains offered by AI?

To offer a positive customer experience, an artful blend of AI efficiency and authentic human connection is essential.

The keynote will touch on:
 

• Why human-centric experiences are the new competitive advantage
• How generative AI is democratizing customer insights and content creation
• Strategies for leveraging trust, intuition and emotional resonance in the digital age

Related reading: Why you should rethink AI-powered customer experience as human experience


Panel 1: AI meets human touch: elevating experiences for postal customers and employees

Following the keynote, this panel will explore how generative AI, such as chatbots and scripted assistance, as well as digital twins, can enhance both customer and employee experiences in international postal services, creating a truly human-centric approach.

Panelists will discuss the transformation of postal interactions through AI, from personalized customer communication to improved employee decision-making tools.

The conversation will address the ethical considerations and trust building necessary in an AI-augmented postal ecosystem, ensuring that technology serves to support rather than replace the human element.

Moderator: José Anson, Economist, UPU

Panelists:
 

• Martin Eduard Debusmann, Partner, EY

• Carolina Deutschbein, Senior AI Product Owner, DHL

• Katharina Weitz, Project Manager, Fraunhofer-Institut

• Alberto Padoan, Senior Scientist, ETH and Unjam

• Cosimo Birtolo, Head of Artificial Intelligence Hub, Poste Italiane

Q&A


Panel 2: Engaging next-gen postal customers

The postal sector is undergoing a significant transformation driven by technological advancements and changing customer expectations. Engaging the young and the next generation of postal customers – who are digital natives and have different needs and preferences compared to traditional customers – requires innovative strategies and approaches.

This panel will explore how postal services can adapt to these changes by leveraging AI and other digital tools, enhancing customer experiences and building trust in communities, especially during times of crisis (such as the COVID-19 pandemic). It will also discuss the impacts of these transformations on the postal workforce, as postal services remain a human infrastructure across the world.

Experts from various fields will discuss the latest trends, share insights on successful customer engagement strategies, and provide actionable recommendations for the postal sector to best respond to shifts in demand and gain the trust of future generations.

Moderator: Sirine Chodan, Junior Economist, UPU

Panelists:
 

• Olivia Lina André, PhD Candidate, University of Fribourg

• Ahmed Aljizani, Chief Operating Officer, Ministry of Health of Saudi Arabia

• Serhat Yüksel, PhD Candidate, University of Antwerp

• Stijn Michielsen, PhD Candidate, University of Antwerp

• Janine Berg, Senior Researcher, International Labour Organization

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Q&A


Closing remarks
 

• Jean-Paul Forceville, Chair of the UPU Postal Operations Council (POC)