Kaisa Ilola

Vice President, Head of Customer Channels, Posti

Kaisa joined Posti Group in 2017. Posti Group is the leading postal and logistic service company in Finland. Their core business include postal services, parcels, freight and logistic services.

Previously she worked at Telia Company in several senior leadership positions.

Kaisa is responsible for customer experience and sales in the retail network (nationwide parcel locker network and partner network running post offices) as well as online customer service and contact center serving business and consumer customers.

eCommerce business, consumer behavior as well as consumer expectations are changing rapidly. What was ‘wow’ yesterday, is normal and expected today. Customer journey with Posti starts long before the customer even considers them. Each step during the customer journey matters and new technology is here to offer better customer experience. Though, in the era of AI and robotics, they focus on their people as well.

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