Episode 209: Contactless customer delivery experience

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)