European Postal Services
13th Annual Conference: Transforming and modernising posts: insights from Europe’s industry leaders
23rd & 24th March 2010, Hotel Le Plaza, Brussels
Featuring Pre-conference Operations Day, 22nd March 2010, Hotel Le Plaza, Brussels
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Conference Agenda
Monday 22 March 2010, Hotel Le Plaza, Brussels
Pre-conference Operations Day
Chairman’s opening remarks

Derek Osborn
International Postal Industry ExpertKEYNOTE OPENING ADDRESS - Translating operational theory into practice: engaging with your workforce

Moya Greene
President & Chief Executive Officer, Canada PostQuestions
SESSION ONE: REDUCING COST AND REMOVING EXCESS CAPACITY
Running a flexible operating model: optimising efficiency across the company

Pablo Raventos
Director General, UnipostAdvisory session

Erwin Lenhardt
Director of Sales and Marketing, SiemensRemodelling mail processes: simplifying sorting and delivery operations

Peter Brännström
Chief Operating Officer, PostenQuestions
Refreshments
SESSION TWO: TRANSFORMING OPERATIONS - CREATING AN EFFICIENT AND MODERN POSTAL SERVICE
In the following session postal operators will present a case study on a recent structural change, modernisation project or investment in technology. They will identify the key drivers behind this transformation and how they expect it to enhance efficiency and revolutionise the service.
CASE STUDY : Investing in a New Technological Hub

Vincent Santacroce
Director ICT, Poste ItalianeCASE STUDY: Developing new business areas: generating growth through innovation

Carlos Dias Alves
Chief Operating Officer, CTT Corrieos de PortugalCASE STUDY Ensuring ongoing change and modernisation in postal services

Kurt Pierloot
Chief Operating Officer – Mail & Parcels, De Post La PostePANEL DISCUSSION: How is the postal industry investing in its future?
- Do operators need to make revolutionary rather than evolutionary changes?
- To what extent is transformation in postal operations being driven by cost control?
- Is operational change alone sufficient to counteract declining volumes and increased competition?
- What scope is there for investing in change and to what extent is funding available?
- Making wise investments: how are posts prioritising expenditure?
- What level of investment is necessary to remain competitive in the long-term?

Vincent Santacroce
Director ICT, Poste Italiane
Carlos Dias Alves
Chief Operating Officer, CTT Corrieos de Portugal
Kurt Pierloot
Chief Operating Officer – Mail & Parcels, De Post La PosteLunch hosted by Accenture
SESSION THREE: STREAMS
Delegates will now join one of the following three streams. Each stream will focus on different themes and will give delegates the opportunity to approach topics in real depth.
STREAM A: USING NEW TECHNOLOGIES TO DEVELOP NEW SERVICES
Customers desire the convenience that online communication offers, and posts must therefore respond by bridging the gap between traditional mail services and online communication.
In this session postal operators and suppliers will discuss the following issues:
- Embracing online communication: investing in e-solutions
- Tailoring e-solution offerings to business customers and private individuals
- Implementing IT systems to deal with new and innovative products
- Integrating new technologies with established systems
Chairman’s opening remarks
by Senior Representative, Accenture
Investing in new solutions: e-revolution in postal industry

Aavo Karmas
Member of Board, Eesti PostAdvisory session
Offering business customers a full suite of electronic transaction services

Giovanni Belli
Head of eCommunication, Strålfors Information Logistics, Posten NordenQuestions and discussion followed by Chairman’s closing remarks
STREAM B: E-COMMERCE: ADAPTING THE NETWORK TO ACCOMMODATE GROWING PACKET & PARCEL VOLUMES
It is vital that postal operators diversify their services in order to remain profitable. One such way is to adapt distribution networks to accommodate the growing volume of packets and parcels generated by developments in online retailing.
In this session postal operators will discuss the following issues:
- What investment is required to adapt existing networks to deal with higher parcels volumes?
- Meeting specific customer needs: handling valuable and assorted items
- Implementing a customer-oriented approach: setting up CRM systems
- Providing the customer with real-time information: tracking dispatched items
- Communicating with the customer: ensuring accurate and on time delivery
Chairman’s opening remarks
Adapting to the e-commerce evolution: providing fast and convenient parcel delivery

Stefan Luginbühl
Head of Parcels, PostLogistics, Swiss PostAdvisory session
The international B2C parcels business - a rising star in the postal portfolio

Andreas Lemmer
Product Manager B2C Parcel Europe, Deutsche Post DHLQuestions and discussion followed by Chairman’s closing remarks
STREAM C: IMPROVING THE PERFORMANCE OF THE DELIVERY NETWORK
In order to remain competitive in their core mail business, operators must improve the efficiency of the delivery service whilst increasing the value for the customer.
In this session postal operators and suppliers will discuss the following issues:
- Ensuring delivery processes are efficient, flexible and fast
- How can posts adjust their delivery workforce to better reflect falling mail volumes?
- Creating synergies between multiple delivery networks
- Route optimisation: improving efficiency and reducing transportation cost
- Track & Trace: utilising technology to provide real time delivery information
- Delivering return on investment: evaluating value-enhancing technologies
Chairman’s opening remarks
Future operating concepts for delivery and applying Lean

Christian Brandt
Director of Distribution, Posten NorgeIncreasing efficiency and reducing cost in pre-delivery sorting processes

Bruno Volta
Project Leader, SolysticDeveloping the network coverage and capability to provide secure and time-critical delivery

John Coghlan
Chief Executive, DX GroupQuestions and discussion followed by Chairman’s closing remarks
Refreshments
SESSION FOUR: PEOPLE IN POSTAL SERVICES
Restructuring to remain competitive for the future: building a flexible workforce

Andrés Magnússon
Director of Human Resources, PosturinnKEYNOTE ADDRESS

Botond Szebeny
Secretary General, PostEuropQuestions
Chairman’s remarks and close of Operations Day
Tuesday 23 March 2010, Hotel Le Plaza, Brussels
European Postal Services - Day One
Introduction to the IEA
Chairman’s opening remarks

Brian Moran
Global Postal Industry Managing Director, AccentureSESSION ONE: FACTORS SHAPING THE EUROPEAN POSTAL INDUSTRY
LEADERS FORUM – POSTAL INDUSTRY OUTLOOK
OPENING KEYNOTE ADDRESS AND WELCOME TO BRUSSELS
Examining the changing face of the postal industry: how are postal services evolving?

Peter Somers
Member of the Management Board, De Post La PosteCustomer needs in 2020 and beyond: how can posts respond to these?

Thomas Kipp
Chief Executive Officer Global Mail, Deutsche Post DHLHigh Performance Posts: 2010 and beyond

Senior representative
AccentureSetting market priorities in a fast changing competitive environment

Pieter Kunz
Managing Director European Mail Networks, TNTPANEL DISCUSSION
- Examining new communication trends: what role can posts play?
- At what pace and to what extent will electronic communication replace physical mail?
- Short-term reaction or long-term decline in volumes – is the impact of the economic downturn irreversible?
- How is competition shaping the strategy of incumbent postal operators?
- Is the USO hindering innovation and transformation?
- Is broadband replacing post as the new USO?
- Meeting customer expectations: what new products and services should posts offer?

Peter Somers
Member of the Management Board, De Post La Poste
Thomas Kipp
Chief Executive Officer Global Mail, Deutsche Post DHL
Harry Koorstra
Group Managing Director, Mail, TNT
Senior representative
AccentureRefreshments
SESSION TWO: REDEFINING BUSINESS MODELS FOR THE FUTURE: STRATEGIES FOR GROWTH
Taking advantage of the changing environment

Frank Marthaler
CEO Swiss Post Solutions & Member of the Board of Management, Swiss PostKeeping pace with technological innovation: restructuring the business to serve today’s customer

Lord Gary Whipp
Managing Director, New Enterprise Business, Jersey PostDemonstrating the strength of mail in today’s challenging business environment

Henri Dura
Chief Marketing & Strategy Officer, NeopostQuestions
Lunch hosted by Neopost
SESSION THREE: STREAMS
Delegates will now join one of the following three streams. Each stream will focus on different themes and will give delegates the opportunity to approach topics in real depth.
STREAM A: DELIVERING VALUE TO DIRECT MAIL CUSTOMERS IN CHALLENGING ECONOMIC TIMES
Chairman’s opening remarks

Mark Eldridge
Strategy & Marketing Director, Spring Global MailUnderstanding the mindset of direct mail users: the customer’s perspective

Alfred Kobe
Chairman, Postal Users Group, Federation of European Direct and Interactive Marketing AssociationEnabling platforms to deliver effective and value added direct mail services

Eleonora Cordaro
Business Intelligence Manager, Elsag DatamatQuestions
Refreshments
Targeting growth in direct mail stimulated by e-commerce

Béatrice Roux
Chief Executive Officer, International Mail, La PosteAttracting direct mail customers with an environmentally friendly service

Matthew Neilson
Head of Environmental Solutions, Royal MailQuestions
Chairman’s closing remarks
STREAM B: A STRATEGIC OPPORTUNITY: CAPITALISING ON THE GROWTH IN E-COMMERCE
Chairman’s opening remarks

Tom Ghelen
Postal Industry, Belgium, AccentureUnderstanding the growth of online retailing

Jane Dyer
Director Markets and Communication, International Post CorporationProviding fast and low cost parcel delivery

Rafał Brzoska
Chief Executive Office, InPostQuestions
Refreshments
Cross border commerce: how can posts capture the growth?

Ernst Hoestra
Chief Executive Officer, CycleonEnsuring a bright future for parcel logistics: how can the industry enhance its value proposition?

Carl Gerold-Mende
Board Member, Parcel and Logistics Division, Austrian PostQuestions
Chairman’s closing remarks and end of Day One
STREAM C: CREATING AN EFFICIENT AND MODERN RETAIL NETWORK
Chairman’s opening remarks
Creating a sustainable future for the Post Office network

Paula Vennells
Network Director, Post OfficeThe Payment Services Directive: assessing the impact for the European Postal Industry

Senior representative
Western UnionQuestions
Benefiting from the symbiotic relationship between postal and financial services

Gérhard Derszteler
Managing Director for Accounts & Consumer Finance, Deutsche PostbankIncreasing the revenue earning capabilities of the post office network

Andreas Gregoriou
Director, Department of Postal Services, Cyprus PostQuestions
Chairman’s closing remarks and end of Day One
Wednesday 24 March 2010, Hotel Le Plaza, Brussels
European Postal Services - Day Two
Chairman’s opening remarks

Thomas Baldry
Senior Vice President, Global Mail Operations & International Re, Deutsche Post DHLUpdate from the EU Commission: progress towards liberalisation
The deadline for Member states to abolish any remaining reserved area is fast approaching. The Commission will now present an update on how the European Postal Directive is being implemented across member states.

Kamil Kiljański
Head of Unit, Postal Services, European CommissionQuestions
Advisory session
SESSION FOUR: THE EVOLUTION OF COMPETITIVE POSTAL MARKETS
PANEL DISUSSION: The challenge of implementing complete market liberalisation
- Matching competition models to postal markets – what are the challenges and how is a level playing field best achieved?
- Gaining access and encouraging competition – what lessons have been learned in liberalised markets?
- To what extent will liberalisation make posts more efficient?
- Does competition necessarily guarantee a better service and price for individuals?
- Assessing the scope for further consolidation – what will be the impact?

Tim Brown
Chief Executive, Postcomm
Joost Vantomme
Executive Director, Strategic & Regulatory Affairs, De Post La Poste
Sten Selander
Director Postal Affairs, Swedish Post and Telecom AgencyRefreshments
SESSION SIX: OPERATING IN COMPETITIVE MARKETS: CASE STUDIES
In this session postal operators will present an overview of their experience of liberalisation: how competition has progressed in their market, the impact of competition for the incumbent, and how this has shaped postal services in their markets.
CASE STUDY: Preparing for liberalisation: what transformation is required to meet the challenge?

Dr Péter Kazár
Chief Financial Officer, Magyar PostaCASE STUDY

Luisa Fulci
Director of Marketing Services, Royal MailCASE STUDY: What immediate opportunities exist following liberalisation of the reserved area?

Thiemo van Spellen
Commercial Manager, SanddCASE STUDY: How are postal operators gearing up for full liberalisation?

Jean-Paul Forceville
Director of External Relations, La PostePANEL DISCUSSION AND QUESTIONS
- To what extent will complete market liberalisation make posts more efficient?
- Does competition necessarily guarantee a better service and price for individuals?
- How are incumbents reacting to increasing competition?
- How will business models change as a result of full market opening?
- Assessing the scope for further consolidation – what will be the impact?

Dr Péter Kazár
Chief Financial Officer, Magyar Posta
Luisa Fulci
Director of Marketing Services, Royal Mail
Jean-Paul Forceville
Director of External Relations, La Poste
Thiemo van Spellen
Commercial Manager, SanddLunch
KEYNOTE ADDRESS: Social evolution in the postal sector: how are postal operators managing the transformation?

Dominique Bailly
Director of HR strategy management, La PosteQuestions
SESSION SEVEN: DEVELOPING A STRONG POSITION FOR A SUCCESSFUL FUTURE
Guaranteeing a stable financial future for postal services

Dimitris Skaleos
Chief Financial Officer, Hellenic PostKEYNOTE CLOSING ADDRESS Meeting the needs of the international customer: creating a truly global presence

Iain Mclure
Chief Executive Officer, Spring Global MailQuestions
Chairman’s concluding remarks and close of conference
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