Innovations in Customer Service and B2C Last Mile Delivery at Nespresso (Davide Costella, Nespresso)

Nespresso is an operating unit of the Nestlé Group, based in
Lausanne, Switzerland. Nespresso is the worldwide pioneer and
innovator in premium portioned coffee, to be enjoyed in the comfort
of our own homes. Davide Costella is responsible for the design and
the execution of the last-mile delivery strategy of Nespresso
globally. In this episode of The Logistics Tribe Podcast, our host
Dana von der Heide talks to Davide about a variety of topics,
including: - What the last-mile delivery setup of Nespresso looks
like (from distribution centers to final customer) - Scope of
carriers (regional and global partners) next-day delivery, same-day
delivery - 3 hour delivery pilot (ship from store) in Australia -
From retail stores to dark stores during the COVID-pandemic - The
volume mix changes (e-commerce vs. stores) during the pandemic -
The global delivery service strategy at Nespresso - How Davide and
his team are trying out new projects and innovations - Click and
collect, track-and-trace, Amazon Key, what3words,.... - Differences
in customer behavior and customer expectations in different global
markets - Expectations and demands for the carrier community -
COVID-specific challenges including positive changes that were
brought on by the crisis - How Nespresso is dealing with Brexit -
What new technologies are of particular interest for Nespresso in
the years to come (e.g. automation, autonomous vehicles) - What
brought Davide into the logistics industry and what excites him
about the field - What skill sets and candidates Davide is hiring
for - and more Please subscribe to The Logistics Tribe Podcast, so
you don't miss any of the future episodes. To learn more about
Nespresso, visit: https://nestle-nespresso.com/ To connect with
Davide, guest of today's program, visit:
https://www.linkedin.com/in/davide-costella/ To connect with Dana
von der Heide, host of the Logistics Tribe, visit:
https://www.linkedin.com/in/danavonderheide/ To connect with Boris
Felgendreher, host of the Logistics Tribe, visit:
https://www.linkedin.com/in/borisfelgendreher/ To connect with
Marco Prüglmeier, host of the Logistics Tribe, visit:
https://www.linkedin.com/in/prueglmeier/