Archiwa innovations

Automation in the last mile: are parcel lockers the new standard?

Just a decade ago, automated parcel machines (APMs) were a niche solution. Today, they are central to last-mile operations. In the OOH model, parcel lockers function as hyper-local microhubs, enabling mass deliveries to a single location and dramatically reshaping the economics of last-mile logistics.

In peak periods, an InPost courier can deliver up to 1,500 parcels per day to lockers – compared to just 150–250 for traditional door-to-door routes.

But parcel lockers are not just physical infrastructure. Thanks to integration with IoT, predictive algorithms, and real-time slot management tools, operators can:

intelligently manage parcel flows,
dynamically reroute congested locations,
optimise delivery routes in real-time.

From an environmental perspective, the advantage is equally clear. According to the Last Mile Experts report, OOH delivery can reduce CO₂ emissions by up to 82% compared to home delivery – driven by parcel consolidation, reduced failed delivery attempts, and growing rates of foot and bicycle pickups.

Smart cities & parcel lockers: a seamless fit

Progressive cities are no longer treating logistics as an external utility but as a strategic pillar of urban infrastructure. OOH delivery, particularly via parcel lockers, is becoming embedded in urban planning, transport policy, and climate action strategies.

Strategic locker placement – near transport hubs, along pedestrian or cycling routes, and in everyday access points like stores or petrol stations – is not coincidental.

The report notes that 62% of Polish users collect parcels “on the go”, drastically minimising the need for separate travel or vehicle usage.

With average distances to lockers of just 350 meters in Polish urban areas, OOH is arguably the most accessible delivery model in Europe.

Multifunctionality is also accelerating. Lockers now offer:

standard and refrigerated parcel pickup,
EV charging (bikes, scooters, cars),
fully automated returns and dispatch points.

In Western Europe and Scandinavia, parcel lockers are increasingly evolving into urban microservice hubs, aligned with climate strategies and low-emission transport zones.

Open locker networks: the infrastructure response

Interoperability is fast becoming a necessity. In Poland, Orlen Paczka opened its locker network to GLS, setting a precedent for shared access. Similar partnerships are emerging in Italy and Iberia (e.g., DHL + Poste Italiane / CTT Expresso), reducing redundant infrastructure and optimising urban space.

Poland: a blueprint for Europe’s OOH logistics

Poland has become the reference market for OOH implementation — leading in infrastructure density, delivery efficiency, and consumer adoption. As of 2024, the country boasted:

45,000+ parcel lockers (APMs) and
21,000+ PUDO points.

With 11.8 APMs and 5.6 PUDO points per 10,000 inhabitants, Poland surpasses countries like Austria (1.0) or Finland (2.0), despite their developed logistics sectors.

Poland’s model demonstrates that automation, scale, and customer-centric design can converge into a replicable, future-proof last-mile system. For other European operators and policymakers, this is not just a success story — it’s a proven framework for adoption.

What’s next for couriers? A changing role

Despite the rapid rise of OOH infrastructure, couriers are not disappearing — but their role is being redefined. The future points toward a hybrid delivery model where:

APMs and PUDOs handle the bulk of B2C and C2C volumes efficiently,
Couriers serve high-touch, niche segments: large items, elderly customers, COD deliveries.

In this future, door-to-door service becomes a premium, not default, offering.

The bottom line: OOH as a strategic advantage

With failed delivery costs surpassing €14 in Germany and £11.60 in the UK, and one courier handling 10x more parcels via lockers, the economic case for OOH is clear. Add to that:

higher first-time delivery success rates,
fewer returns and complaints,
better customer experience and loyalty.

OOH delivery doesn’t replace couriers — it optimises their role and repositions them within the logistics value chain. In a world driven by speed, cost efficiency, and decarbonization, the OOH model is no longer optional — it’s inevitable.

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Last Mile Experts: OUT-OF-HOME DELIVERY IN EUROPE 2025, PUDOs and Automated Parcel Machines

71% of consumers want generative AI in shopping

According to Capgemini’s 2025 report, 71% of consumers want generative AI integrated into their shopping experiences, both in digital and physical stores. The survey, covering over 10,000 participants across 13 countries, confirms that AI is no longer seen as futuristic but as an expected part of customer experience.

66% of Gen Z and 65% of Millennials expect hyper-personalised recommendations driven by generative AI — tailored not only to past purchases, but also to mood, location, and seasonal trends.
In Poland, Focus on Business reports that 7 in 10 consumers already use AI tools in everyday life — often unknowingly, through smart filters in shopping apps or marketplace recommendation engines.

Business takeaway: AI integration is no longer a competitive edge; it’s the market baseline. Retailers that don’t implement intelligent search, recommendations, and customer support risk losing their most valuable segments, especially younger generations.

70% of shoppers expect smart, personalised features

The DHL “E-commerce Trends 2025” report reveals that 70% of consumers expect online stores to offer AI-driven shopping features such as visual search, contextual recommendations, personalised offers, or voice commerce.

This expectation spans all age groups: even the 45+ demographic increasingly uses AI when tools are simple and deliver clear value, like finding product equivalents via image search or instantly comparing offers across retailers.
KPMG data shows 61% of consumers see personalised shopping experiences as a key purchase driver.

Business takeaway: AI-powered features are no longer a “premium add-on” but a core requirement for modern e-commerce. Deploying visual search, voice commerce, and dynamic recommendations must be a strategic priority to remain competitive and increase customer loyalty.

AI boosts engagement, but conversion needs work

Adobe’s 2025 e-commerce trends report shows that AI shopping tools directly impact user behaviour. Retailers that adopted generative AI recorded:

+8% longer average session duration
+12% more pages viewed
–23% lower bounce rate

AI clearly drives engagement and exploration. However, conversion rates remain below e-commerce averages. Many shoppers treat AI as a source of inspiration and make purchases later, sometimes in different channels.

46% of surveyed consumers trust AI more than friends when choosing fashion items.

Business takeaway: AI drives engagement but must be paired with conversion strategies. Seamless omnichannel journeys, limited-time offers, and strong CTAs are essential to monetise AI-driven interactions.

Consumers are already using AI and want more

A US study found that 39% of consumers have already used generative AI tools in shopping, from chatbots and recommendation engines to visual search. Another 53% plan to use them this year.

In Poland, 70% of consumers already interact with AI in daily life, through marketplace algorithms, dynamic pricing engines, or smart product filtering.

Business takeaway: customers are not waiting for AI to “arrive” in e-commerce, they’re already using it. Not offering AI tools means losing share to competitors that deliver smarter, more interactive shopping experiences.

AI as a trusted shopping advisor

Consumer trust in AI has grown significantly. In categories like fashion, beauty, and electronics, AI is increasingly the “first consultant”, filtering, suggesting, and guiding purchases.

Business takeaway: growing trust in AI allows brands to strengthen loyalty through transparency. Explaining why a product is recommended (“because it matches your style and recent searches”) builds credibility. Transparent AI will become a cornerstone of brand–customer relationships.

Start with AI where it matters most: delivery

You don’t need costly or complex integrations to bring AI into your store. Start with the foundation of a great shopping experience: fast, reliable, predictable delivery. AI-driven shipment automation shortens fulfillment times, increases customer satisfaction, and drives loyalty.

See how to automate shipping