The focus on providing and improving technologies for Parcels remains the main area for investment for postal and courier operators, with 26% of the respondents asserting parcels as the main priority. Complimenting these findings Cross border e-commerce ranked second with 19%. Technology Innovation is slightly behind with 17%, and Customer Experience rounds out the top four areas of interest with 12%.
Domestic e-commerce (10%), Mail (7%), Financial Services (7%), Government Services (2%) make up the remaining key areas of investment for the next half-decade, with Reverse logistics and returns handling (0%) not being considered an investment area.
Considering the increase in parcel volumes and e-commerce activity over the last number of years, it is not surprising to see operators focusing on these growth areas. And given the continual stream of nascent technologies that can refine and improve the processes along the supply chain and give customers improved agency over their shopping experience, the placement of Technology Innovation and Customer Experience are also not surprising. These four areas make up nearly 75% of the investment priorities for postal and courier operators for the next five years.
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