PostNL has been working with predictive models and algorithms for years to improve its processes, for example in route optimization and parcel handling. The new AI‑first strategy broadens and deepens this approach. AI will now serve as the starting point for the development of products, services and processes. Human judgment remains an essential component, particularly in situations where nuance and balanced decision‑making are required.

The organization is developing toward an Agentic Enterprise, in which employees and AI agents operate alongside one another and reinforce each other. This hybrid model contributes to greater efficiency, improved customer interactions and a future‑proof operation.

In the interview, CIO Willem‑Jan van Tongeren and Director Channels Giseke Hopstaken discuss both the opportunities and the governance considerations that accompany this evolution. Throughout this, PostNL continues to focus on delivering value for customers, employees and society.

Read the full article on the EW Magazine website.