E2: Jana Soppa, parcelLab's Head of Carrier Integration

Post-Purchase Success: a parcelLab podcast

In today's episode, we're joined by Jana Soppa, Head of Carrier Integration at parcelLab.
Listen now as host Angus Knights talks to Jana about her time working as a Returns Leader at Decathlon, the challenges of scaling logistics in a fast-growing business, how to shift your mindset from thinking about processes to experience, and her advice on how retailers, carriers and software vendors can work together to create a lasting experience for their customers.
Music: "Bill Dithers" by Dan Moross

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1. Introduction (00:00:00)

2. Jana's journey to Decathlon (00:01:13)

3. How returns were handled at Decathlon, the introduction of marketplaces, and why they started to think about post-purchase experience (00:06:44)

4. First interaction with parcelLab, how that led to Jana working here, and what the Carrier team does (00:22:13)

5. How retailers, carriers and software vendors can work together to create a lasting customer experience (00:29:12)

6. Current market challenges and trends (00:33:56)

7. Future trends (00:38:57)

8. How to collaborate with Jana (00:43:07)

9. Closing remarks (00:44:38)