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Marek Różycki, Managing Partner at Last Mile Experts, joins me to discuss the forces and trends driving innovation in the last mile: What has been driving innovation in the last mile in Poland Lodging returns via parcel lockers Customer-centric delivery features Growth in parcel volumes over recent years – even pre-pandemic The future for cross-bor…
 
Paul Yewman, CEO of PostTag, joins me to discuss the world’s delivery addiction and making delivery more efficient: Transformation of shopping habits and pressure on delivery Comparison of delivery statistics between lockdown and non-lockdown periods Driver shortages and the competition for drivers - implications for capacity and last mile costs Fo…
 
Rachel Beddow, Principal Policy Manager for Postal Services and Telecoms at Citizens Advice, joins me to discuss customer research on delivery problems: Delivery issues that predate the COVID-19 pandemic Statistics on UK customers experiencing problems with delivery Which groups were disproportionately affected by delivery problems Delivery problem…
 
Is seamless global cross-border e-commerce a thing of the past? Brexit has already disrupted international parcel delivery. Martyn Noble and David Spottiswood, co-founders of Hurricane Modular Commerce join me to discuss: Barriers coming up in cross-border e-commerce How data can facilitate a return to seamless cross-border e-commerce The “wild wes…
 
The US Presidential election is over… but what’s the future for the US Postal Service? Mark Fallon, President and CEO of the Berkshire Company, joins me to discuss the future of the Universal Service Obligation in the USA… and much more: USPS postal rate reform Pricing for letters (indexing) Non-controllable expenses – including pension payments Wh…
 
Dean Maciuba, Managing Partner North America at Last Mile Experts, joins me to discuss recent developments in e-commerce returns from Walmart, FedEx, Amazon, and more: Walmart allowing customers to return online purchases without leaving the home Walmart’s partnership with FedEx - including returns Who is paying for free collection? It’s not the cu…
 
Jonathan Reeve, General Manager APAC at Eagle Eye, joins me to talk about e-commerce, subscription models, and the role of delivery companies: The origins of subscription services, e.g. milk and newspapers What make a good subscription service? Building customer loyalty Recycling packaging Benefits to the customer of Amazon Prime Variations of Amaz…
 
Marek Różycki and Dean Maciuba from Last Mile Experts join me to pore over some of the big delivery issues in 2020 and what lies ahead in 2021: Increased operating costs due to COVID countermeasures Residential delivery stops - drivers doing over 250 deliveries per day Amazon’s own capacity for residential deliveries (USA) Training for delivery dri…
 
The USPS Office of Inspector General has published research into Generation Z and the mail. Dr Joanna Wu Gerhardt researcher at USPS OIG and one of the co-authors of the report “Generation Z and the mail”, joins me to discuss some of the key findings from the report: Defining Generation Z Do Gen Z digital natives know anything about the postal serv…
 
Tom Day, Chief Commercial Officer and Chief Financial Officer at the International Post Corporation (IPC), joins me to discuss reducing emissions in the postal sector: Six key aims for SMMS Recyclable packaging products sold by postal operators Reusable packaging products The impact of 2020 on posts’ emissions reduction strategies Workload for lett…
 
Brexit and the STOP Act are almost upon us! These two events will reshape global cross-border e-commerce. Martyn Noble and David Spottiswood, co-founders of Hurricane Modular Commerce join me to discuss: The countdown to Brexit - implications for countries inside and outside the EU Is it too late to start planning for post-Brexit cross-border trade…
 
What’s the future for Royal Mail’s Universal Service Obligation (USO)? It’s not just about letters! Tim Harrison, Senior Policy Researcher at Citizens Advice, joins me to discuss: Role of Citizens Advice as a consumer advocate Royal Mail’s USO for letter delivery and parcel delivery Comparison with letter delivery obligations in other countries Roy…
 
AED/EAD is a hot topic in international postal circles right now! Kate Muth, Executive Director at IMAG (International Mailers Advisory Group), shares an update on sharing advance electronic data for cross-border parcels - and compliance with the USA’s STOP Act: Background to the STOP Act Movement of illicit narcotics through the international post…
 
Josh Dinneen, Chief Commercial Officer at LaserShip, joins me to discuss research into shopping trends during the pandemic - and what all that means for the delivery sector: Older generations embracing ecommerce Indicators for continued strength in parcel volumes Retailers going bankrupt and store closures during the pandemic, compared to online fu…
 
Khaled Naim, co-founder and CEO of Onfleet, joins me to discuss the modern customer experience in delivery: The importance of the e-commerce shopper’s customer experience How Amazon is raising customer expectations in delivery Three ways to optimise customer delivery experience The role drivers can play in enhancing the customer experience Real-tim…
 
Parcel locker evangelist and bpost VP Locker Boost Catherine De Baets joins me to talk about bpost’s Ecozone project to go emission-free in the last mile: bpost parcel locker boost programme Background to the Ecozone in the Belgian city of Mechelen - and working towards being completely emission-free Combining a dense locker network with electric v…
 
Lee Spratt, CEO of DHL eCommerce Solutions Americas, joins me to talk about preparations for peak season 2020: Events that usually kick off peak season Bringing forward peak planning Parcel volumes during 2020 that have exceeded peak 2019 Asking e-commerce retailers to forecast and manage volumes Working with last mile partners (including work shar…
 
Alexander Haneng, Director for Digital Innovation at Posten Norge / Bring, joins me to talk about delivery innovation in Norway: Background to the partnership with supermarket chain Coop Penetration of online groceries and home delivery Building a home delivery solution very quickly and integrating it into Posten’s delivery network How the system w…
 
How did the US Postal Service become a political football? And what happens next? Analysis from John Callan of Ursa Major Associates: Pre-paying pension obligations No governors on the US Postal Service board 2018 taskforce report and hints at privatisation President Trump and Amazon - and Jeff Bezos The USA’s stoush with the UPU over terminal dues…
 
Chris Wong, General Manager Business Marketing NZ Post, joins me to talk about shopping behaviour and parcel volumes during the pandemic: Key events that stimulated surges in e-commerce parcel volumes The impact of lockdown (and the closure of businesses) on parcel volumes New online shoppers and established online shoppers - and what will be the e…
 
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…
 
Dean Maciuba, Director Consulting Services at Logistics Trends & Insights, joins me to discuss the universal parcel locker concept: Defining a Universal Parcel Locker (UPL) network Managing the physical network Parcels from different carriers and merchants Post-pandemic parcel volumes - implications for a UPL network Current parcel locker networks …
 
Online retail strategist Tim Davies joins me to talk about eBay Plus – the service offering Australian eBay shoppers express delivery on their orders: Overview of the Australian e-commerce network, including leading marketplaces Why big retailers sell on eBay.com.au Size of eBay’s Australian market (hint: it’s big) eBay Plus loyalty programme Expre…
 
Cathy Morrow Roberson (Logistics Trends & Insights) joins me to discuss Amazon and sustainable aviation fuel (SAF): Amazon’s announcement about SAF What’s the rest of the air cargo sector doing? Retiring older fleets and using more fuel-efficient aircraft Reducing overall carbon emissions Amazon going for net zero carbon Groundside emissions Also i…
 
Melissa Obeid, founder of sustainable luxury beauty brand La Fervance, joins me to discuss brand values, the supply chain, and the last mile. We cover: What sustainability means for a brand COSMOS certification Building sustainability into a brand’s DNA Packaging - including minimisation of plastic usage Minimising the carbon footprint in the suppl…
 
Kathy Sivitier, assistant executive director of the National Association of Presort Mailers, on public-private partnerships and the future of the mail. We cover: Role of mail service providers in the US Postal Service mail system What the Intelligent Barcode does Co-mingling and aggregation of mail Broader applications for public-private partnershi…
 
Kate Muth, executive director of the International Mailers Advisory Group (IMAG), joins me to talk about changes to international postal charges following the reforms passed in the UPU last year. We cover: Reform of the UPU terminal dues system Self-declaring rates Countries other than the USA changing international rates Practical impact of rates …
 
Kit Ahweyevu, founder and CEO of Mindweaver, on building diverse teams and how diversity fuels innovation: The hallmarks of true innovation Creating space for ideas Testing and exploring new ideas Formulating and implementing diversity policies Moving away from box-ticking Diversity as part of strategy, innovation, productivity and profitability Un…
 
Bertrand Späth, co-founder of active tracking provider Kizy Tracking, discusses creating a modern tracking solution and enhancing the customer experience: Creating best-in-class customer tracking Transparency in cross-border shipping Customer expectations - especially younger digital natives' expectations Current problems with parcel tracking, incl…
 
Marek Ròżycki, managing partner at Last Mile Experts - and one half of the Last Mile Prophets - joins me to talk about how city centres are changing during the pandemic: Cities closing off lanes and parking zones Creation of bicycle lanes and pedestrian zones Role of electric vehicles in city centre delivery Out-of-home delivery, including parcel l…
 
John Acton, managing partner at DPI Europe, discusses overcoming the seven deadly corporate mindsets to stimulate innovation in corporations. We cover: Content vs critical thinking consultancy Bureaucracies smothering creative thinking in a big organisation What is a deadly mindset? And how does it relate to innovation? Stripping away barriers to i…
 
Author, podcast host, and host of the eCommerce MasterPlan podcast Chloë Thomas returns to talk about e-commerce delivery from a retailer and customer perspective. We cover: Speed vs cost vs green Giving customers what they want… and paying for it! Changing consumer expectations thanks to That Virus Will customers still want fast delivery? Or will …
 
Amazon is using its B2C infrastructure to quietly dominate in B2B. Joining me to discuss this is Dean Maciuba, Director Consulting Services at Logistics Trends & Insights. We cover: Amazon Business - the dominant marketplace in the USA? How Amazon leverages its existing network of fulfilment centres Fulfilment costs SKU range Amazon’s Delivery Serv…
 
Rebecca Hall, founder and director of fleet management, compliance and driver safety tool HH Driveright and courier firm JMHC, joins me to discuss modern fleet management - especially in the age of COVID-19: How JMHC started out as a single van and grew to a national fleet of 500 vehicles The importance of fleet management, including safety The fle…
 
Sandra Bonfigli, from the Procurement Unit of the UPU Development Cooperation Directorate, outlines how the UPU is distributing key safety equipment for postal workers in least development countries: The role of the UPU in responding to natural disasters Distributing personal protection kits to various countries How the UPU partnered with another U…
 
Cathy Morrow Roberson, founder and lead analyst at Logistics Trends & Insights, joins me to discuss the air cargo capacity crunch and modal shift: Reduced numbers of flights Essential vs non-essential cargo during the COVID-19 pandemic Repurposed passenger aircraft carrying cargo Moving air cargo to rail Rail’s advantages over air and sea (ocean) c…
 
Dean Maciuba, Director Consulting Services at Logistics Trends & Insights, joins me to discuss how home delivery fits in with the e-commerce value proposition: UPS and FedEx’s growing network of access points (PUDOs) How UPS and FedEx are using those access points for residential deliveries, including redirections of failed first-time deliveries Pr…
 
Mike Darchambeau, co-founder and Chief Strategy Officer at last-mile technology company Urbantz, joins me to discuss the impact of COVID-19 on the e-commerce last mile: The sudden boom in e-commerce - including grocery delivery E-commerce merchants are capitalising on the boom Creativity in the last mile to cope with the drastic growth Enabling loc…
 
Kevin Seller, VP Sales EMEA at Escher, on applications for artificial intelligence in the postal sector: The basic principles of artificial intelligence and machine learning Some current non-postal applications for AI Optimising operation and performance of retail stores and improving the customer experience Harnessing the huge amount of data avail…
 
Mark Fallon, President and CEO at the Berkshire Company, joins me to talk about how the US Postal Service is helping bridge the digital-physical divide in delivery: How Informed Delivery works National census - a digital experience Sending the US census, and the role of the postal service Informed Delivery’s role in the process The ultimate omni-ch…
 
Cathy Morrow Roberson, Founder and Lead Analyst at Logistics Trends and Insights on 3D printing and the delivery sector: 3D printing finding its purpose in life Bringing the point of manufacture closer to the customer Manufacturing and distributing spare parts Delivery companies getting involved in 3D printing Impact on warehousing and delivery Red…
 
Alan Barrie, senior advisor for e-commerce and urban logistics at Transport for London, talks about how changes to delivery can improve air quality: Overview of the types of vehicles on London’s streets TfL’s responsibilities The effect of London’s congestion charge What the ULEZ (ultra low emission zone) means for the delivery sector Reducing emis…
 
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