Innovation Award

Netherlands

At PostNL our digital ambition is to be the most efficient and innovative logistics platform for e-commerce and mail. In, to and from the Benelux. Seamlessly integrated with customers, consumers and partners. We do this driven by data, led by algorithms to support people. So that together we deliver distinctive customer experiences.

To deliver distinctive, frictionless and personalized customer experiences to our digital consumer-base of 7 million+ registered user-accounts, we have developed a customer data platform: CCB. By developing the platform in-house instead of purchasing existing solutions we have been able to create a truly multi-purpose platform. CCB is utilized to enhance our digital services and orchestrate omni-channel personalized communication. In this submission we will highlight different use-cases.

Within the CCB data is pulled from various sources, cleaned and combined to create a unified single customer profile. These customer profiles are then made available to other systems and processes to activate our consumer data for (real-time) customer engagement (figure 1). In its core lies a Business Rule Engine that is responsible for omni-channel segmentation of consumers.

The CCB platform is developed with a clear commitment to set and enforce all relevant standards of privacy and security. By implementing the privacy by design principles we have been able to create an user-centric platform, truly aimed at enhancing customer experiences without compromising on privacy.