Stockholm Customer Day

Event summary

We’re excited to bring Customer Day back to Stockholm!

Join us for a morning of inspiration, learning, and meaningful connections with industry peers and parcelLab product experts.
 
📅 Date: Thursday 26th March
⏰ Time: 13:00-17:00
🍽 Dinner: Please join us for dinner and an activity after the event
🏠 Venue: Arena Sergel at Malmskillnadsgatan 36, Stockholm 

Our Customer Days are designed to deliver impact. Discover brand use cases, share best practices, and gain practical insights to enhance your post-purchase customer experience — plus explore our latest innovations at the returning parcelLab Expo with our product experts.

Agenda

Customer Service 

• Live walkthrough of a modern support workflow so you can handle “Where is my order?” inquiries more efficiently
• See how order, shipment, and tracking context are brought into one place so you can reduce manual work
• Look at guided actions for common scenarios like delays or failed delivery attempts so you can ensure more consistent handling
• How to reduce repeat contacts and improve customer confidence through clearer status and next-step guidance
• A quick look at insights and reporting to understand inquiry drivers and identify process improvements

Customer Communications

• Examples of branded post-purchase messages at key moments (dispatch, delay, delivered)
• Triggering communications automatically from shipment events
• Iterating, improving, and reducing inbound contacts through segmentation and A/B testing
• Ways to keep customers informed without the heavy lifting

Returns

• Walkthrough of a self-service returns journey from item selection to next steps
• Configuring eligibility rules and policies to balance CX and operations
• Handling edge cases with approvals and exceptions so you can better manage risk and complexity
• How better returns flows can reduce support load and improve customer outcomes

Logistics

• Spotting delivery exceptions early to prioritize actions
• Drilling into what happened, what it means, and recommended next steps for exceptions
• Turning incidents into structured workflows (e.g., claims) so you can standardize handling and collect evidence
• Using operational insights to reduce escalations and improve customer experiences