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/