Digital transformation is disrupting the way businesses operate, the workplace, and, importantly, the way consumers behave. Therefore, while on the one hand, Posts are seeing significant decreases in the volume of letters getting sent, they are also experiencing a corresponding rise in the number of parcels being delivered. However, the parcel market is a tight and competitive one. If Posts wish to continue to remain relevant in a business landscape that changes daily, they will need to fundamentally rethink their business operation models and employ new digitally-powered strategies if they want to compete.
How Posts are digitally transforming
Already posts around the world are taking steps to leverage artificial intelligence (AI) and other technological capabilities to give customers insight into when their mail is delivered, overhaul the point of sale (POS) experience, and expand mobile functionality. It is not just the customer who is benefitting. Digital transformation also opens new streams of revenue of Posts. Many postal operators are expanding their service offerings and moving into the financial services or are leveraging their extensive retail network to provide retail banking.
In Denmark and Sweden, PostNord is leveraging advances in technology to improve customer service. The Post uses a machine-learning bot to scan all real-time transactional data looking for patterns and identifying possible delays before they even happen. They are also using artificial intelligence to anticipate other sources of disruption – for example, a data anomaly or service interruption- and then looking for ways to remedy to minimize the risk of late delivery.
Exploring the unlimited potential of digital transformation
Apart from utilizing technology to provide customers greater insight into when their package is delivered, the opportunities to enhance the customer experience are considerable. The question is not if you are making changes, but how and what is their intended goal? Escher’s new eBook, Post 2.0 – the Digital Conquest, explores in detail the primary areas of opportunity for digital transformation and offers postal operator professional real-world examples of how Posts are exploiting change to provide customers exceptional service.