Digitisation revolutionised society from all industries. There are few that have experienced as much disruption as the postal sector. B Post Group is Belgium's leading postal operator and an international parcel and ecommerce logistics provider. b post has been known for 200 years. We were established in 1830 but really as a postal mail organization. But since a couple of years as mail has been going down and e-commerce has been rising. We've really started to focus on e-commerce as well. But there is a vast difference between delivering mail and delivering parcels. Parcels have been ordered and people are expecting it and have an experience with it has an emotion that is not at all the same with the letter. In response to a changing market, B Post focuses on delivering the best customer experience while keeping costs to a minimum. Two elements that are mainly impacting those costs. One is the first time right? Can we deliver the parcel at the first time we ring at the door? Yes or no? And secondly, how often do the customers contact us because there is something wrong with their parcel or with their experience? In 2017, B Post partnered with Tata Consultancy Services. The decision to work with TCS is not driven by a technology choice, it's driven by the transformational capabilities. This has a unit which is called this has Interactive and they have a great experience in working digitally with customers because I know how to deal. With the new generations, how to deal in a digital way which allows us to have a great interaction but also to limit the human interface at the end as much as possible. We literally followed the parcels from vendors to their parcel starting stations to customers and we spoke to all the stakeholders, be the suppliers, the delivery people and the end customers understood valuable insights and with those we. Designed a superior customer experience that is delivered digitally. Based on these insights, B Post and TCS developed a plan focusing on better communication towards customers, new tools for drivers and additional services for customers. One of the most important developments we did is the development of an app. And in the app we are some how in a constant communication with the end consumer. We see the preferences of the consumer, so they put it in at the moment of delivery. We also indicate where we have delivered it. We can add a picture as well so that it's very clear. How it has been done and there is also an indication on the time frame when the parcel is expected. With this project, we were also thinking how can we make the life for our people in the field easier. So it was for us important that they were eager to work with it and it was very easy and convenient for them and also to have new services like for instance the return. The results of the transformation are impressive. The first objective was to reduce the expenses of our servicing the customers. They went down even when the market went up, the MPs score went up at 5 points. We are processing on a monthly basis more than 5 million emails and notifications and we have on a monthly basis 2 million track and trace accesses, which is great. We were rated at a certain time as the number one top app in belgium. So you can't have better from a digitalization perspective. It's very important that we continue to focus on the customer experience that is created through how we communicate with our customers, whether it's to voice, whether it's web, whether it's to chat or anything else. Also with our employees on the other hand and there is then a second part, which is really usage of data robotization, making our services more efficient and also creating new services. We have to continue to innovate and create new services and digitalization is key for that. And with this ongoing digital transformation, B Post Group is well positioned to continue playing a crucial role in connecting people and businesses now and in the future.