End-consumers expect real-time visibility, flexible fulfilment options, and instant responses to queries – yet as a logistics operator, you rarely control the promises made before the order reaches your network. This is a challenge but also an opportunity: exceptional service across warehousing, fulfilment, and delivery creates an opening to build loyalty not only with end-consumers but with your retailer clients, translating into contract renewals, premium pricing, and increased volumes.
AI offers logistics operators the tools to take advantage of this opportunity by transforming their customer experience, delivering proactive communication, predictive exception handling, and personalised service options across the entire supply chain. Deployed effectively, AI-enabled CX can even become a revenue driver – demonstrating measurable value to retailers whilst creating the service differentiation that justifies partnership premiums.
This roundtable brings together senior customer experience and operations leaders from Europe’s leading carriers, postal operators, and 3PLs to explore practical approaches to AI-enabled CX transformation in logistics. Key topics covered include:
- The three-way relationship: Using AI to satisfy end-consumers whilst strengthening retailer partnerships and protecting your brand
- Proactive experience management: AI-driven communication strategies that reduce complaint volumes and build loyalty across the customer journey
- Service recovery as differentiation: Intelligent exception handling that transforms operational problems into retention moments for both consumers and retailers
Welcome and participant introductions
Discussion:
- Adopting AI at scale: what key outcomes should your AI strategy be based on to expand from initial pilot projects and secure board buy-in during a period of necessary experimentation?
- Proactive communication and personalisation from warehouse receipt to delivery: what messaging approaches are genuinely improving satisfaction and reducing contact volumes?
- Intelligent service recovery: how can AI manage operational exceptions effectively to turn problems into loyalty moments for both consumers and retailers?
- Enhancing customer-facing teams: where can AI be deployed to support existing operations and contact centre staff to delivery real efficiencies?
- Turning interactions into insights: how can customer data, operational exceptions, and delivery details be used to inform network planning, service design and retailer conversations?
- Demonstrating value to drive revenue: how can AI-enabled CX improvements prove ROI to justify premium pricing and contract renewals?
- Data sharing and transparency: which operational and consumer insights should be shared back to retailers to strengthen partnerships whilst demonstrating competitive advantage and remaining ethical and compliant?
Closing remarks
(60 minutes)
Abbas Tolouee
Strategy Director
Arvato
Request an invitation
This roundtable is designed for senior figures from carriers, postal operators, 3PLs and retailers.
Fill in this short form if you meet the above criteria and would like to participate in the discussion on 17 March. All invitation requests will be vetted and approved (or declined) by the organiser.
About NiCE
NICE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organisations to innovate and act, from interaction to resolution. Trusted by organisations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organisation, delivering proven measurable outcomes.
