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2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach  - second global postal innovation study
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2012 10-16 idc world - postal innovation - dirk palder - launching new services in the postal industry - a customer orientated approach - second global postal innovation study

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Findings from Capgemini Consulting second postal innovation study. …

Findings from Capgemini Consulting second postal innovation study.
Please feel free to contact Dirk Palder to get deeper information our background.

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  • 1. The$Status$of$Postal$Services$3.0:$ Second$Postal$Innova9on$Study$ ! Launching!new!services!in!the!postal!industry.! A!customer!orientated!approach?! ! Key$study$findings$/$Capgemini$Consul9ng$ Dirk$Palder,$Global$Postal$Leadership$team$ $ IDWorld$Interna9onal$Congress$$ Frankfurt,$16th$October$2012$ Transform to the power of digital
  • 2. Contents$ ! Study Background ! Key Findings ! Examples ! Strategic Learning's 2$
  • 3. Study$Background$
  • 4. What!triggered!Capgemini!for!conduc>ng!this!study?$ Mo9va9on$for$the$study$ Market! Developments!! &!Needs! Study!Triggers! Customer! !  Requests$for$inspira9ons$ !  Need$for$business$ transforma9on$ !  Changes$through$digital$ world$ !  Lack$of$a$comprehensive$new$product/$ service$compendium$ !  Hot$topic$in$the$industry$ !  High$acceptance$of$Capgemini’s$ predecessor$study$ !  Strong$demand$for$a$successor$edi9on$ New products/ services as means for business transformation/ business model change !  Helping!in!defining!the!roadmap!to!Postal!Services!3.0! !  Providing!inspira>ons!for!innova>on! Copyright © 2012 Capgemini Consulting. All rights reserved. 4$
  • 5. What!is!the!second!global!Postal!Innova>on!Study?$ General$condi9ons$of$the$second$Postal$Innova9on$Study$ Aiming$for$gathering$in[depth$know[how$regarding$the$power$of$ innova9on$in$the$postal$industry$(con9nua9on$of$a$long[term$ study$serie1)$ Reference$book$on$new$products/$services$introduced$between$ 2008$and$2010$in$the$postal$industry$to$postal$customers,$marke9ng$ agencies,$postal$suppliers,$experts$from$postal$operators;$period$ conscious$chosen$based$on$the$learnings$from$the$first$study$$ Gathering$data$from$publicly$available$sources$only$as$would$be$ available$to$customers$searching$for$products/$services$ Addi9onally$postal$operators$were$asked$to$review$captured$data$ (response$rate:$>40%)$ 1 $Predecessor$study$is$the$2010$Capgemini$study$“Innova9on$Management$in$the$Postal$Industry$–$the$Key$for$Business$Transforma9on“$ Copyright © 2012 Capgemini Consulting. All rights reserved. 5$
  • 6. !!!!!!!!!!!!!What!are!your!findings!from!innova>on!gathering!and!data!usage?$ Learnings$from$informa9on$gathering$and$usage$ Innova>on! Marke>ng! !  Lack$in$professional$marke9ng$of$new$products/$services$ !  Lack$in$dedicated$innova9on$departments/$contact$persons$ Access! !  Lack$in$global$and$professional$communica9on$ !  Lack$in$adequate$descrip9on$for$customers’$understanding$ Coopera>on! !  Lack$in$interest$for$marke9ng$by$third$par9es$ !  Lack$in$openess$for$becoming$convinced$of$the$importance$to$promote$new$products$ Data!Usage! !  Lack$in$comparison$due$to$differences$in$interna9onal$repor9ng$standards$ !  Lack$in$transparency$of$new$product$history$ Copyright © 2012 Capgemini Consulting. All rights reserved. 6$
  • 7. !!!!!!!!!!!!!!Which!areas!did!you!cover!from!the!postal!operators!studied?$ Areas$covered$ Ini>al!target!areas:! Iden>fied!areas:! Mail$ Mail$ Parcel$ Mail$ Therein$including:$ !  Special$products$for$ private$customers$ !  Products$from$new$ areas$of$business$ Parcel$ (including$courier$and$express)$ Logis9cs$ Logis9cs$ Finance$ Financial$products$and$ services1$ Insurance$products$and$ services1$ New! business! fields! Insurance$ Diversifying$areas2$ Others$ 1  2  Traditonal$business$for$many$postal$operators$ Areas$are$not$represen9ng$tradi9onal$postal$products$(e.g.$car$sharing)$ Copyright © 2012 Capgemini Consulting. All rights reserved. 7$
  • 8. !!!!!!!!!!!!!!Which!postal!operators!are!covered!in!the!second!Postal!Innova>on!Study?$ Study$coverage$–$Four$con9nents$ Operators)covered:1) Australia$ Austria$ Belgium$ Canada$ Denmark/$Sweden$ Finland$ France$ Germany$ India$ Italy$ Japan$ Jersey$ The$Netherlands$ Norway$ Singapore$ Spain$ Switzerland$ United$Kingdom$ 1 $In$alphabe9cal$order$ USA$ Copyright © 2012 Capgemini Consulting. All rights reserved. 8$
  • 9. Key$Findings$
  • 10. !!!!!!!!!!!!!! !Which!postal!operators!were!the!most!innova>ve!companies!in!the!period! covered?1$ Number$of$new$product/$service$introduc9ons$by$country$(postal$incumbent)$from$2008[20102$ 22 Total$number$of$new$product/$ service$introduc9ons$at$the$19$ postal$operators:$$$133! 14 12 11 11 10 10 9 6 6 4 2$ 4 3 3 3 2 1 1 2$ 1 2$ The$top$innova9ng$operators$are$European.$With$22$new$product/$service$introduc9ons$from$2008$to$2010$Swiss$Post$is$ the$leader$in$number$of$new$product/$service$introduc9ons,$followed$by$Italy$(14)$and$Spain$(12).$ 1  2  In$terms$of$number$of$new$product/$service$launches$ Operators$that$are$early$trendsejers$(similar$new$product/$service$launches$before$the$year$2008)$may$be$in$a$more$worse$posi9on;$these$are$for$example$Australia,$$ Denmark/$Sweden$and$Finland$ Copyright © 2012 Capgemini Consulting. All rights reserved. 10$
  • 11. Have!you!iden>fied!profound!differences!among!the!postal!operators! studied!according!to!their!new!product/!service!strategy?! Classifica9on$of$postal$incumbents1$in$terms$of$moving$ahead$into$Postal$Services$3.0$ New$Product/$Service$$ Introduc9ons2$ Leaders!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! High$ Ac>vists! Low$ Laggards! Low$ 1  2  3  High$ Enhancing$New$ Business3$ Presenta9on$of$the$country’s$flag$for$the$studied$postal$incumbent$in$the$respec9ve$country$ Counted$by$number$of$new$products/$services$introduced$from$2008$to$2010$ Counted$by$number$of$new$products/$services$introduced$in$this$category$ Copyright © 2012 Capgemini Consulting. All rights reserved. 11$
  • 12. How!did!you!capture!and!evaluate!the!degree!of!new!product/!service! introduc>ons?$ Framework$–$New$Product$Radar$[$WHAT$ Digitaliza>on! Making!! Access! Easier! Informa>on!&!! Interac>on! Business!! Model! Modernizing!! Exis>ng!! Products/!! Services! Legend:!Concentra9on$on$new$$ product/$service$introduc9on:$$ $ Non[Digital$ Digital$ Enhancing/! New! !Business! Process! Business!! Partners/!! Alliances! Copyright © 2012 Capgemini Consulting. All rights reserved. 12$
  • 13. How!did!you!capture!and!evaluate!the!degree!of!new!product/!service! introduc>ons?$ Framework$–$New$Product$Radar$[$WHY$ Digitaliza>on! Making!! Access! Easier! Informa>on!&!! Interac>on! Business!! Model! Modernizing!! Exis>ng!! Products/!! Services! Legend:!Concentra9on$on$new$$ product/$service$introduc9on:$$ $ High$ Medium$ Low$ Enhancing/! New! !Business! Process! Business!! Partners/!! Alliances! Non[Digital$ Digital$ Basic$popula9on$each$with:$ !  “WHAT”$ !  “WHY”$ Copyright © 2012 Capgemini Consulting. All rights reserved. 13$
  • 14. How!did!you!capture!and!evaluate!the!degree!of!new!product/!service! introduc>ons?$ Framework$–$New$Product$Radar$[$HOW$ Digitaliza>on! Making!! Access! Easier! Informa>on!&!! Interac>on! Business!! Model! Modernizing!! Exis>ng!! Products/!! Services! Legend:!Concentra9on$on$new$$ product/$service$introduc9on:$$ $ High$ Medium$ Low$ Enhancing/! New! !Business! Process! Business!! Partners/!! Alliances! Non[Digital$ Digital$ Basic$popula9on$each$with:$ !  “WHAT”$ !  “WHY”$ !  “HOW$ Copyright © 2012 Capgemini Consulting. All rights reserved. 14$
  • 15. WHAT!is!the!role!of!digitaliza>on!for!postal!operators’!business!model! transforma>on?$ Overall$evalua9on$–$WHAT$ Lessons Learned WHAT! $$ Degree of digitalization of Core Products/ Services Non[digital$ 46,5 53,5 The$world$goes$digital$–$the$pace$in$postal$services$is$ strongly$increasing$ Similar$digital$efforts$both$for$core$business$and$ diversifica9on$ Digital$ Degree of digitalization of Diversification Non[digital$ 41,2 Lack!of!sustainability!in$digital$business$models;$ cri9cal:$total$efforts$for$pushing$digitaliza9on$ 58,8 Digital$ Copyright © 2012 Capgemini Consulting. All rights reserved. 15$
  • 16. WHY!do!postal!operators!introduce!new!products/!services?$ Overall$evalua9on$–$WHY$ Lessons Learned WHY! $$ Reason for new product/ service introductions Modernizing$ Exis9ng$Products/$ Services$ 10,5 30,8 Enhancing/$ New$Business$ 58,6 Leaving$or$changing$the$envelope$ Access$improvement$(e.g.$by$mul9[channel$solu9ons)$$ Making$ Access$ Easier$ Convergence$&$Solu9on$Offerings$s9ll$weak$and$non[ consistent$across$different$channels$ Copyright © 2012 Capgemini Consulting. All rights reserved. 16$
  • 17. HOW!do!postal!operators!implement!new!product/!service!introduc>ons?$ Overall$evalua9on$–$HOW$$ Lessons Learned HOW! $$ Method for new product/ service introductions Declining$focus$on$opera9onal$(process)$improvements$ Business$Partners/$ Alliances$ 9,8 Business$ 25,6 Model$ 37,5 27,1 Informa9on$&$Interac9on$ Process$ Increasing$role$of$communica9on$solu9ons$and$ business$strategy$(Big$Data)$ Rather$MAKE$than$COLLABORATE$and$NETWORKING$–$ Risk?$$ Copyright © 2012 Capgemini Consulting. All rights reserved. 17$
  • 18. How!many!introduc>ons!target!the!postal!value!chain!and!where?$ Assignment$of$new$products/$services$to$the$stages$in$the$postal$value$chain$ Transport Collect Sort Package 1.5% 4.4% 0.0% Address 4.4% 7.4% Stage Number of new products/ services Percentage of new products/ services 4.4% Address 5 7.4% 13 19.1% 3 4.4% 0 0.0% Transport 11.8% 3 Sort CRM & After Sales 7.4% Package 44.1% Deliver 5 Collect Print 7.4% Print 1 1.5% 30 44.1% 8 11.8% 68 100.0% Frank & Pay Deliver CRM – AfterSales 19.1% Sum Frank & Pay !  Confirma9on$of$trend$iden9fied$in$2011:$decreasing$ac9vi9es$in$the$core$area$ !  Delivery$s9ll$prevailing$and$dominant$ !  Star9ng$to$focus$on$the$front[end$(e.g.$address)$–$though$slowly$ Copyright © 2012 Capgemini Consulting. All rights reserved. 18$
  • 19. What!are!your!learnings!from!Leaders?$ Overall$evalua9on$–$LEADERS$ Leaders! Lessons Learned $$ Leaders$hunt$for$new$business$ Leaders$approach$the$communica9on$solu9ons$area$ Leaders$go$ahead$for$digitaliza9on$ 11%$of$the$postal$operators$$ introduced$27%$of$new$ products/$services$ $ Leaders$explicitly$communicate$innova9on$power$ Copyright © 2012 Capgemini Consulting. All rights reserved. 19$
  • 20. What!are!your!learnings!from!Laggards?$ Overall$evalua9on$–$LAGGARDS$ Laggards! Lessons Learned $$ PostNord!(Denmark/!Sweden) ! ! ! India!Post!(India) ! ! !! Jersey!Post!(Jersey) ! ! ! Norway!Post!(Norway) ! ! ! USPS!(USA)! !Itella!(Finland)!!!!!!!!! !Japan!Post!(Japan)! Hardly$any$new$product/$service$introduc9ons$(out$of$ top$management$focus)$ !PostNL!(Netherlands)!!!!!!!!!!! !Royal!Mail!(UK)! Fight$for$survival1$–$transforma9on$by$new$product/$ service$introduc9ons$not$an$op9on$ Digital$new$products$are$not$a$core$focus$of$business$ ac9vi9es2$ 47%$of$the$postal$operators$$ introduced$17%$of$new$ products/$services$ $ 1  2  Postal$operators$with$losses$in$the$FY$2010:$India$Post,$Japan$Post,$Jersey$Post,$Royal$Mail,$U.$S.$Postal$Service$ Confirmed$also$by$Moya$Greene,$CEO,$Royal$Mail,$World$Mail$&$Express$Europe,$22$May$2012$ Copyright © 2012 Capgemini Consulting. All rights reserved. 20$
  • 21. What!are!your!learnings!from!Ac>vists,!operators!that!are!neither!Leaders!! nor!Laggards?$ Overall$evalua9on$–$Ac9vists$ Ac>vists! Lessons Learned1 $$ Australia!Post!(Australia) ! ! ! bpost!(Belgium) ! ! !! La!Poste!(France) ! ! ! SingPost!(Singapore) !Österreichische!Post!(Austria)!!!!!!!!! !Canada!Post!(Canada)! !Deutsche!Post!(Germany)!!!!!!!!!!! !Correos!(Spain)! 42%$of$the$postal$operators$$ introduced$56%$of$new$ products/$services$ $ 1  Par9ally$ahead$of$9me$–$similar$innova9ons$without$ success$story$ Par9ally$also$jumped$upon$wave$of$digitaliza9on$$ New$business$focus$also$(par9ally)$but$less$outstanding$ Applicable$to$several$but$not$necessarily$to$all$postal$operators$in$this$group$ Copyright © 2012 Capgemini Consulting. All rights reserved. 21$
  • 22. Examples$
  • 23. !!!!!!!!!!!!!!What!are!the!most!interes>ng!products!and!services!from!your!perspec>ve?$ Product$Highlights$(1/4)$–$Individual$(outstanding)$introduc9ons$ Social Memories (2011)1 1  !  Applica9on$allows$users$to$keep$track$of$their$ Facebook$data$via$a$customized$book$compiling$ social$network$data$and$visualizing$these$with$ photos$and$infographics$ !  The$book$transforms$users'$social$network$ informa9on$into$a$las9ng$memory$ Though$introduced$in$2011$(outside$the$period$studied$which$is$between$2008$and$2010),$such$outstanding$other$new$products/$services$are$covered$if$of$special$interest$ to$the$global$postal$industry$ Copyright © 2012 Capgemini Consulting. All rights reserved. 23$
  • 24. !!!!!!!!!!!!!!What!are!the!most!interes>ng!products!and!services!from!your!perspec>ve?$ Product$Highlights$(2/4)$–$Individual$(outstanding)$introduc9ons$ Clout Shoppe (2009) !  Online$luxury$store$for$clothes,$jewelry,$cosme9cs,$ etc.$(designer$brands)$ !  Some$brands$are$exclusively$offered$by$Clout$ Shoppe$as$usually$not$being$available$in$Singapore$ !  Mul9$device$access$ Copyright © 2012 Capgemini Consulting. All rights reserved. 24$
  • 25. !!!!!!!!!!!!!!What!are!the!most!interes>ng!products!and!services!from!your!perspec>ve?$ Product$Highlights$(3/4)$–$Individual$(outstanding)$introduc9ons$ eShare (2010) !  Car[sharing$scheme$using$purely$electric$cars$ !  Customers$are$billed$for$the$number$of$kilometers$ travelled$and$the$period$of$use$ !  Registra9on$can$be$completed$by$calling$a$hotline$ or$online$ Copyright © 2012 Capgemini Consulting. All rights reserved. 25$
  • 26. !!!!!!!!!!!!!!!!What!are!the!most!interes>ng!products!and!services!from!your!perspec>ve?$ Product$Highlights$(4/4)$–$Introduc9on$at$several$operators1$ SmartPOST (2010) !  Self[service$parcel$delivery$and$collec9on$ terminals$$ !  Flexible$delivery$op9on,$especially$for$ requirements$of$E[commerce$ !  SMS$with$a$locker$code$is$sent$when$the$parcel$is$ ready$for$pick$up$ Web Yubin Hybrid Mail Solution (2008) !  Sending$mail$online,$which$Japan$Post$delivers$as$a$ hard$copy$ !  Delivery$at$a$desired$9me$of$the$day$(morning$or$ arernoon),$tracking$service$allows$to$check$the$ delivery$status$of$items$ Postcard via Mobile (2009) !  The$user$sends$a$picture$via$MMS$with$personal$ gree9ngs$by$entering$the$phone$number$of$the$ recipient$ !  Norway$Post$finds$the$corresponding$address$for$ the$postcard$and$delivers$it$as$a$hardcopy$ nugg.ad Adcloud intelliAd 1  !  Move$into$upstream$digital$added$value$stages$ Itella Japan Post Norway Post Deutsche Post DHL One$example$per$category$ Copyright © 2012 Capgemini Consulting. All rights reserved. 26$
  • 27. Strategic$Learnings$
  • 28. What!were!the!overall!key!findings!of!the!second!Postal!Innova>on!! Study,!also!compared!to!the!predecessor!edi>on?$ Connec9ng$factors$and$new$insights$ Postal!Study!2010/2011! Postal!Study!2011/2012! Research! Focus! !  Innova9on$management$$ !  Operators’$perspec9ve$ !  Primary$research$ !  New$products/$services$ !  Customers’$perspec9ve$ !  Secondary$Research$ Players! !  Market$Shapers$ (well[organized,$low$profits)$ !  Market$Op9mizers$ (low[organized,$high$profits)$ !  Leaders$ (hunters$for$new$business,$pushing$digital$arena)$ !  Laggards$$$ (figh9ng$for$survival,$neglec9ng$innova9ons)$ !  Maturity$of$the$postal$value$chain/$process$ innova9ons$ !  Rise$of$service$innova9ons$ !  Further$decrease$of$ac9vi9es$in$core$area$ !  Increased$focus$front[end$ !  Highest$9me[to[market$for$business$innova9os$ !  Increasingly$value$chain$extension/$new$business$ !  Customer$solu9ons$(instead$single$products)$ par9ally$ !  Marke9ng$not$integrated$in$innova9on$process$ !  Underrepresenta9on$of$marke9ng$personnel$on$ innova9on$management$teams$decreases$the$ overall$success$poten9al$of$projects$ !  Weak$product/$service$marke9ng$with$hindered$ customer$access$and$lack$of$use$cases$ ! Postal! Value! Chain! Poreolio! Adapta>on! ! Marke>ng! !  Lack$in$dedicated$innova9on$departments/$ contact$persons$ Copyright © 2012 Capgemini Consulting. All rights reserved. 28$
  • 29. “The!Status!of!Postal!Services!3.0”!!based!on!Capgemini’s!second!innova>on!study:! Postal!Service!is!transforming,!but!so!far!in!a!probing!and!learning!phase$ Key$learning's$from$our$studies$ Going!Digital!including$mobile$“everywhere$in$the$postal$world”,$ intensity!and!focus!(reason$“WHY”)$s9ll$quite$different$ More!happening!than!customer/!sales!know!and!understand$ The!MAKE!culture!s>ll!dominates!instead!of!ecosystems/!plaeorms$ Missing!link!between!ini>a>ves!of!postal!operators!internal!and! external! The!strategic!vision!and!posi>oning!of!the!transforma>on!is!weak$ Copyright © 2012 Capgemini Consulting. All rights reserved. 29$
  • 30. Which!lessons!can!postal!operators!learn!and!what!are!you!famous!for?! Postal$Market$Spider$Net:$Development$in$five$strategic$direc9ons$through$business$transforma9on$ Postal Core Mail Distribution Creation Make Selection Customer Targeting Communication Fulfillment Copyright © 2012 Capgemini Consulting. All rights reserved. 30$
  • 31. What!is!your!desired!and!in!your!country!respected!future!brand!percep>on! based!on!the!fundaments!of!your!core!and!change!effort?!
  • 32. Have!you!missed!our!Digital!Transforma>on!Study!with!MIT?!! Have!a!look!at!the!findings!! !
  • 33. Thank!you! Innova>on!–!Transforma>on!–!Postal!Services!3.0! Dirk Palder Vice President Member Global Postal-& Distribution Leadership-Team Capgemini Rheinpalais Konrad-Adenauer-Ufer 7 D- 50668 Cologne Germany Tel. +49 221 912644-100 Mobile: +49 151 4025 2222 dirk.palder@capgemini.com Twitter:@DirkPalder LinkedIn: Dirk Palder www.capgemini-postalservices.com Please Scan & Vote

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