WEBINAR
Revolutionising logistics CX with agentic AI
Winning the post-purchase battleground through intelligent automation
Now available on-demand
In a market where differentiation by price and network coverage is increasingly marginal, CX is a genuine differentiator. As a result, the post-purchase experience has become a high-stakes battleground. Consumers expect real-time visibility, instant responses and seamless resolution as standard. Getting CX right builds the reputation that retains retail clients and justifies premium pricing. Get it wrong – miss a delivery, leave a complaint unresolved – and the reputational damage lands with both the logistics operator and the retailer whose brand consumers associate with the experience.
Agentic AI has emerged as the deciding factor in that competition. Unlike earlier reactive automation, agentic AI can take the initiative, pre-emptively reaching out to consumers before problems occur, handling the complaint process end-to-end or assisting frontline teams, and adjusting its approach based on who it’s dealing with. For logistics operators managing vast numbers of interactions across a fragmented network, this capability is transformative, turning the contact centre from a reactive cost centre to a proactive, loyalty-generating asset.
This session brings together CX and operations leaders from Europe's leading logistics operators to explore how agentic AI is reshaping the post-purchase journey, and what it takes to move from isolated use cases to scaled transformation.
- The shift from reactive to proactive to predictive customer service enabled by agentic AI.
- Building for scale: overcoming the infrastructure, integration and human challenges of deployment
- Protecting relationships and proving value: managing the three-way relationship and making the commercial case
- Which agentic AI use cases are generating the clearest returns in logistics CX?
- Getting ahead of exceptions: how can agentic AI identify and communicate delivery issues before consumers complain?
- Balancing human and autonomous resolution: when should agentic AI handle complaints end-to-end and when should it hand over to human agents?
- Humanising automated interactions: how can AI-driven communication be built to feel empathetic across voice and digital channels?
- Managing the three-way relationship: how should AI-driven CX be designed to serve end consumers and protect retailers’ brands while also making operational sense for logistics providers?
- Overcoming implementation barriers: from legacy systems to risk appetite, what are the main obstacles to scaling agentic AI in delivery CX, and how can they be overcome?
- Beyond the interaction: how can contact data and exception patterns feed back into network planning, service design and retailer partnerships?
- Making the commercial case: how can ROI on AI-driven CX best be demonstrated to internal stakeholders and commercial partners?
- What would a fully autonomous post-purchase experience look like, and when might it arrive?
Who's speaking:
Walter Minetti
Senior Director, Head of Supply Chain Solutions Europe
DSV
Aleksandra Borcova
Head of International Product
Omniva
Tim Rudolph
Parcel Network & Logistics Strategy Expert, Formerly DPD, Seven Senders, Hermes
Edward de Mas Latrie
Director AI & Agentic
NiCE
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.
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