parcelLab

Adding the withdrawal button is the easy part. 📲 As of 19 June 2026, retailers selling to EU consumers have to offer a clear way to withdraw from an order. Most retailers will treat it as a UI task. But the click is only the trigger. What happens next is the real work: which order, which items, full or partial, still inside the window, the two-step confirmation, the acknowledgement email, the refund to the original payment method. 🔍 That is an operating-model question, not a design one. And it does not need a separate system. With parcelLab it runs inside the returns portal you already have, so the process behind the button stays connected to everything else that happens after the buy. Our latest piece breaks down why, and what it takes to make it work.  Read it here 👉  https://lnkd.in/eixiYeKw 

Everyone's debating how to approach AI vs. human in CX. Meanwhile, Taylor Johnson, Director of CX at Nathan James, quietly built 100+ automations without a single AI model – and without an engineering team. Check it out!

Proof that the best conversations happen when you're having fun! 🏀 Spotted at #eTailUK 2026 — two of our parcelLab team members settling debates about post-purchase experience the right way: over a game of mini basketball. 🎉 It's one thing to talk about delighting customers after the buy, it's another to actually live it. So proud of this team for bringing energy, passion, and a competitive edge (on and off the court) to every conversation. Big thanks to the eTail™ UK team for an incredible event. The discussions, connections, and yes, the side activities, made it one to remember.

We’re heading to eTail UK 🇬🇧 If you’re around, come find us at Booth A20, right next to the meeting area. Easy to spot 👀 We’re bringing some of our latest updates to the floor: 🛍️ Risk-aware returns and fraud signals to help reduce abuse while keeping the experience smooth for your best customers. 🌍 AI-powered multi-language journeys to scale communication faster across markets. ⚡Improved customer service workflows, including tighter Zendesk integrations for quicker resolutions. Jamie Bartoszek, Neil Behan, and Alex Harrison will be there to walk you through it all, share ideas, and talk about how post-purchase can actually drive growth, not just handle problems. Swing by for a chat, a demo, or just to say hi 👋

Do retailers still need to trade customer experience for cost discipline in operations? 🤔 That was the question on the table at our DELIVER Europe 2026 roundtable, and the answer from the room was clear: no, when designed well, experience and efficiency reinforce each other. DELIVER Europe 2026 was special for parcelLab. ✨ It is our flagship moment each year to meet leading retailers and brands in one place, and this edition went deeper on how to achieve that “best of both worlds” in a tougher market. What we heard in the room 🔁 The old “pick two” of cost, speed, service is breaking down as resilience and sustainability join the mix. Experience and efficiency now work together, not against each other. 📈 Leading brands start with revenue and retention, then optimise cost, instead of cutting service first. 🔧➡️💙Operational savings are being reinvested into better journeys, turning efficiency into the engine that funds CX. 🧭Customer centricity is becoming an operating model across the chain, not a slogan. 📊CX metrics like CSAT, CES and VoC are tracked with the same rigour as OTIF and other operational KPIs, and tied back to lifetime value. Where parcelLab fits The post purchase moment, from order to doorstep, is where operations and experience meet. By turning delivery and operational data into proactive, branded communication, parcelLab helps retailers increase CSAT while reducing “where is my order?” contacts, so teams gain both experience and efficiency from the same investment. 🤝 A big thank you to all the retail and brand leaders who joined us in #Amsterdam and shared their challenges and ideas. 🙌 We are looking forward to continuing these conversations beyond #DELIVEREurope2026. 🚀

You're paying Google to reach customers who already opened your last email. The reason nobody flagged it? Your Paid team and your CRM team don't share a dashboard. In the latest edition of our newsletter, Nathan Hewett and Di Lyngholm from FUN.com share how they uncovered one of the largest efficiency gains in company history – by treating all customer-facing spend as one unified portfolio instead of separate channel budgets. When SEO and PPC data were stitched together into a single view, it revealed something neither team could see alone: high impression share + strong organic rankings + non-rock-bottom CPCs = wasted spend The paid team saw good ROAS, the SEO team saw strong rankings. The diagnosis required both lenses at once. By suppressing engaged email and SMS subscribers from paid targeting, they freed roughly 60% of branded search budget – with flat revenue. And on the retention side, a 10% coupon outperformed a 15% coupon on profitability. Lower conversion rate, higher margin. A conclusion you only reach when you measure retention through a profitability lens. The result: revenue per email increased by 77%. Customer base, products and team never changed. We also dig into two more blind spots in this edition: 12.3% of top U.S. retailers still send order confirmations from a no-reply address. That's tens of thousands of customers writing questions into the void every month. Our co-founder Julian Krenge shows what happens when we staffed that inbox with an AI agent instead. And Jennifer Peters from OLLY PBC explains why channel silos don't just frustrate your team – they also cost your customers directly. Every organization has sacred cows – budget lines nobody questions. The biggest efficiency gains are often hiding right there.

🍹 Psst... If you attend DELIVER you should stop by. We're throwing a Happy Hour at the parcelLab booth! After the roundtable wraps up, come find us and let's keep the conversation going with drinks in hand. 🥂 📅 June 3 | 16:00 until the networking party kicks off at 20:00 Stop by our stand, grab a drink, and let's talk post-purchase. 🍹 AI is having its moment and honestly... wait, let's just say we've been cooking. We just launched several new AI features on our portal and we're pretty excited about them. Come see what's new, good vibes and great company included. 😄 Whether you're a longtime friend of parcelLab or just curious about what we do, you're more than welcome. The more the merrier! See you at the booth 👋🍻 #DELIVER2026

Here’s what you missed last week in New York City! 🗽💙   We had a fantastic time at The Lead Summit — it’s always great to connect with e-commerce leaders in the city that never sleeps. (And we take that to heart with jam-packed event schedules!)   The conversations on stage this year made one thing clear: the brands winning right now are obsessed with truly understanding their customers…from shifting consumer demands to personalization at scale and building loyalty that lasts well beyond the first purchase. Sound familiar? 👀   One of our highlights: the parcelLab totes were such a hit that we had to run back to the hotel for more. 🛍️   Beyond the sessions, we partnered with The CX Mixer to host three side events throughout the week:   🎤 Mic Drop Madness: a karaoke night that proved CX folks have serious hidden talent (and zero shame)
🥐 Network & Nosh: a morning of great food and even better conversation before heading to the conference
🍽️ The Vault: our 2nd Annual VIP Dinner, where the best conversations in the room had nothing to do with the grilled cheese and tomato soup dumplings (iykyk)   Thank you to everyone who joined us across the week! The e-comm community never fails to bring the energy, and we left NYC inspired, energized, and full of bagels from Russ & Daughters.   See you at the next one! 🙌

🚀 parcelLab is heading to DELIVER! We're excited to be part of one of the biggest logistics and e-commerce events of the year, and we've got something great lined up for you. 📅 June 3 | 15:00 – 15:45 Join our very own Angus Knights as he hosts a roundtable alongside Bjoern Neal Kirchner, Corporate VP & Supply Chain Management at Henkel, diving deep into a topic every retailer and logistics leader is wrestling with: 💡Customer Experience and Operational Efficiency: Reaching the Best of Both Worlds Can you really have both? Spoiler: yes, and we'll tell you how. If you're at Deliver, don't miss this session. Come with your questions, your opinions, and maybe a coffee ☕ See you there! 👋

A lot of eCommerce brands are unknowingly funding Google more than their own retention strategy. Sounds dramatic. But think about it: If a customer already subscribes to your emails or SMS, why are you still paying to reach them through paid media? That’s the hidden inefficiency fun.com uncovered when auditing branded search spend and retention performance. The takeaway: The problem usually isn’t that brands spend too little. It’s what they spend in places they’ve never re-evaluated. This carousel explores the framework behind smarter spend allocation 👇 Learn more in our blog - https://lnkd.in/dcNMAT46