Join us for presentations, followed by a panel discussion.

Customer expectations vs operational reality
Kishan Mishra, Last & First Mile - Strategy and Transformation - IKEA
Customers that have ordered something on the internet want clarity - about what they ordered and in how many boxes the order will be delivered (e.g., in the case of furniture which often involves various pieces). Today, even the delivery drivers can’t say what parts of the order they have or which they don’t have. How can the industry (sellers and delivery companies) create a unique customer experience that provides customers with transparency, flexibility, and control?

The Poka Yoke of Customer Experience
Mr Lars-Olaf Scholl, Board Member - PIN AG
What do you need to get CX right? The answer is not to hire a great CCO or design the perfect CX strategy. The answer is: getting the execution right. The key to the execution challenge is to bake CX into your systems. The old Toyota principle of Poka Yoke describes exactly this approach and can serve as inspiration for your own “CX Way”. Drawing from his own experience as CCO and PIN AG Board Member, Lars-Olaf will share insights on how PIN AG learned to “poka-yoke” the CX for one of their major delivery products.

Experience that Delivers: how PostNL stays the Dutch favourite
Ms. Sandra Bosma, Director Customer Experience Management - PostNL
Sandra explains how PostNL turns every delivery touchpoint into a positive delivery experience. Boosting the NPS among recipients, and strengthens loyalty for both recipients and e‑commerce customers. Using real data, she highlights how flexibility (i.e. with OOH delivery), timely alerts and human interactions elevate CX and fuel measurable business growth.