Universal Postal Union 35d ago

In this interview, Ivana Vrviščar, Member of Executive Management at Pošta Slovenije in Slovenia, shares how the postal sector is transforming in response to changing customer expectations, e-commerce growth and digital innovation. She explains how Pošta Slovenije has diversified beyond traditional letter services into parcels, e-commerce, last-mile solutions, digital services and AI-driven customer interaction. She also highlights the organization’s shift from a process-based approach to a customer-first mindset, and from last-mile delivery to end-to-end logistics integration. The discussion explores key trends shaping postal transformation, including the move from logistics to intelligence, the growing role of data, and the impact of artificial intelligence on decision-making and customer service. Ivana also emphasizes that successful transformation is not only about technology, but about people, mindset and organizational change. As she notes, technology enables transformation, but people are the ones who make it real.