Karlijn Krol from PostNL's Innovation Lab (Innovation Studio) joins me to talk about how posts can foster innovation:

• The Innovation Lab's position within the PostNL management structure
• The development cycle at the Innovation Lab
• Customers' willingness to pay for a product or service
• What the "moment of truth" is
• PostNL's baggage service (Bagageservice) - how it works, and how it was developed
• "Ownership" of a product during development and post-development
• Piloting a new service