Think Like a Platform. Act Like a Partner. Deliver the Experience
Ivana Vrviščar

What happens when a national postal operator puts the customer—not the process—at the center of every decision?
In her presentation, Ivana Vrviščar will reveal how Pošta Slovenije transformed its culture and operations by embedding an NPS-driven mindset across all customer touchpoints and launching the first voice AI agent in SEE region. The result: international recognition as Postal Operator of the Year and a radically more agile, responsive organization by rewriting customer expectations, operational speed, and innovation strategy.

Ivana will challenge the audience to rethink leadership, platform strategy, and what real transformation requires in today’s world.

And that’s not about technology by itself.