E-commerce has rewritten what customers expect from their post: real-time answers, proactive updates, and delivery on their own terms. This panel brings together postal and industry leaders to explore how AI-first operations are transforming customer experience: agentic AI that resolves "where is my order" before the question is asked, predictive delivery promises, personalised last-mile choices, and CX as a genuine driver of parcel revenue growth. The discussion will cover the operational and cultural shifts required for postal operators to move from reactive service recovery to experience-led growth.