Ep 405: Big changes for cross-border e-commerce returns

What is agentic commerce? And what does it mean for the delivery sector? Martin Calmels, Director of Innovation & New Services at Geopost, explains all this and more. Definition of agentic commerce, including product discovery, and preparing the shopping basket How Carrefour shoppers use ChatGPT to shop for groceries To what extent can shoppers use agentic commerce? For example, payment and delivery preferences Early indications of how agentic commerce is transforming e-commerce Factors driving delivery choice at checkout - are there differences between how a human would evaluate delivery options compared to how an AI agent would do it? Delivery brand reputation and the commoditization of delivery How can the delivery sector respond to the influence of agentic commerce? Importance of machine readability and how it doesn't compensate for poor execution Future evolution of agentic commerce Agent involvement in monitoring post-purchase experience Find out more about Geopost's position paper, The Last Mile of the Decision: Delivery in the Age of Agentic Commerce, here: https://www.geopost.com/en/agentic-commerce-and-delivery/

Helen Scurfield, CEO at Asendia Returns, explains how new EU regulations will impact retailers selling into the EU and what it all means for e-commerce returns. Ecodesign for Sustainable Product Regulations (ESPR) Destruction of unsold goods is now prohibited in the EU Affects retailers selling in the EU - even if not registered in the EU Potential impact of these regulations on returns on carriers or partners involved in returns Compliance obligations on retailers Shift in how retailers approach returns - including allowing customers to keep items Impact on circular economy Returns fraud Gradual expansion of new EU regulations to include all retailers, regardless of size Will non-EU retailers handle returns within the EU? Broader impact on e-commerce returns and resale markets  

Charles Brewer, Group CEO at Pos Malaysia, Gary Starr, Executive General Manager, Parcel, Post and Commerce Services at Australia Post, Christian Østergaard, Lead Visionary at PostNord, and Julia Lockman, Junior Partner at OMNIC, discuss postal and delivery strategy. In this must-listen episode recorded at Parcel+Post Expo, we cover: Are retailers focused on quality of delivery or price? The need for speed - but with certainty Delivery choice at checkout (free, fast, out-of-home) Drivers for change in the Australian delivery market Malaysian shoppers' delivery preferences Importance of predictability in e-commerce delivery Growth of same-day delivery Regulation and safety Delivery strategy from country to country PostNord's different approach in various markets Key differences in parcel locker network implementation and OOH strategy Will more retailers follow Amazon's example and own the last mile? Australia Post's decision to acquire the Rendr platform Dominance of e-commerce platforms in SE Asia and implications for last-mile delivery What's next in automation for the delivery and postal sectors? Implications of demographic change on hiring strategies for postal operators The growing cost of filling parcel lockers Robotics in logistics - including polyfunctional robots Orchestrating robots, especially in workspaces shared with people Time spent loading delivery vans Cost of USO and the need to win in parcels Cutting bloat in postal organisations Commercial need to be efficient and the need for postal operators to be model employers Connecting young employees to the post's purpose Using technology in recruitment Role of sustainability in postal and delivery strategy - the social licence to operate This episode is sponsored by OMNIC.

Gordon Steward, Marketing Director, The Information Factory, shares how cost allocation can help drive profitability in parcel delivery and avoid the race to the bottom. We cover: What senior executives need to know about cost allocation in the last mile Balancing costs with USO obligations Parcel volume growth while revenue per parcel is under threat Cost allocation and the letters service Responding to regulators' USO demands How to be profitable in parcels and avoiding being in the race to the bottom Identifying unprofitable customers Measuring end-to-end costs - including hidden costs such as customer service The importance of understanding the true floor cost position The risk of reducing prices to win business Bringing operational, sales, finance and business data together Identifying avoidable costs Pricing for profit Creating a new service and setting profitable pricing  

InPost UK Chief Commercial Officer Jon Nicholson shares an overview of InPost UK's operations, the Yodel acquisition, and standing out in a competitive market. Overview of InPost UK's operations Journey from being a locker network to being an end-to-end carrier Offering returns as well as delivery InPost UK's PUDO network, including identifying potential PUDO sites InPost's acquisition of Yodel Creating national coverage and taking control of end-to-end logistics Investment in Menzies How does InPost UK try to stand out in a competitive market? Competitors shifting focus to out-of-home delivery Importance of quality and convenience at the right price Learning from InPost's experiences in Poland

Dominique Mamcarz, Director of Sustainability at Geopost, discusses Geopost's sustainability strategy and its recent Sustainability Report. Embedding sustainability in the Geopost business Geopost's sustainability programme A pragmatic approach to reducing Geopost's carbon footprint Measuring emissions reliably and customers' emissions reporting The role of Geopost's Carbon Calculator Breakdown of Geopost's carbon emissions Replacing diesel vehicles with electric vehicles Advances in electric vehicles and TCO Challenges in line haul, including biofuels and electrification Charging infrastructure and scheduling challenges Solar panels and making best use of Geopost facilities Producing and storing electricity at Geopost sites Future of sustainability at Geopost Preparedness for extreme weather events Low-emission, low-traffic, and green zones in city centres  

Serial returners might think they are environmentally conscious, but new research shows they contribute a disproportionately high amount of emissions compared to other online shoppers. Assistant Professor Heleen Buldeo Rai from VUB Mobilise discusses: Increasing purchases and increasing returns The very high return rates for fashion Higher returns online compared to in-store purchases How to define "serial returners", including minimum threshold of purchases Environmental awareness of serial returners What causes serial returners to return goods bought online? Does the e-commerce sector have to take responsibility for encouraging this behaviour? Returns policies and consumer behaviour What tools could e-commerce retailers use to reduce returns? Retailer practices for resellable returned items Resale potential of returned items Sustainability implications of returns, and of serial return behaviour The distances returned items have to travel Serial returners are responsible for a disproportionate amount of emissions The research "Consumer heterogeneity behind e-commerce returns and emissions" can be downloaded via a link on the Postal Hub Podcast website - thepostalhub.com

Phil Sambrook, EMEA Transport and Logistics Strategy at Zebra, discusses technology in the middle mile and last mile. We cover: The demand for speed How the middle mile sets up the last mile for success Using data to reduce WISMO queries Implementing technologies in sorting centres Productivity gains through implementing RFID Removing manual tasks through readily available automation technology Supply chain integrity improvements through machine vision and data driven insights Improving working conditions and safety for warehouse workers FedEx case study - photo proof of delivery with integrated AI Improving reliability and accuracy of photos, along with customer data security Evri case study - self-service parcel drop-off solution Queue busting and reducing waste Episode sponsored by Zebra. Visit zebra.com for more information.

Kate Muth, Executive Director at International Mailers Advisory Group (IMAG) brings us up-to-date with the latest news on de minimis and EU customs reform. Indefinite suspension on US de minimis Customs and Border Protection (CBP) testing new informal entry type for shipments under $2500 Changes to de minimis around the world Implications for postal operators Tariffs and the post De minimis exemption for genuine gifts EU customs reform Impact on goods under €150 entering the EU DDP, DDU, and EU customs reform Other cross-border and customs news  

Scott Ashbaugh, CEO of DHL eCommerce Americas, discusses DHL's deal with the USPS and future trends in the US parcels market. We cover: A brief overview of DHL eCommerce Americas and its B2C delivery business The $10bn deal with US Postal Service How the partnership with the USPS works Direct injection of DHL parcels via USPS Parcel Select into USPS facilities How DHL eCommerce decided to partner with the USPS The reach and reputation of the USPS The future of the US parcel market The gig economy model's need for scale and its expansion issues in the USA Light and heavy parcels in the US parcel market DHL's history with smaller packages, and its growth to take on larger parcels Impact of COVID on automation and flexibility Using AI in back office operations Role of AI in sorting DHL eCommerce partnering with universities