The development of the e-commerce market worldwide, which was already dynamic, was accelerated by the SARS-CoV-2 virus. Millions of incoming orders required analogue support from the CEP sector (courier-express-parcels sector) to provide the desired “customer experience”. In the context of whether the habit of shopping in virtual reality will become permanent, it is worth considering what shape the logistics services will take in the last mile after the pandemic? Or, will customers return to shopping in the real world? A subject for these considerations was an analysis of the impact of the SARS-CoV-2 virus pandemic on the technologization of last mile logistics services, resulting in an increase in the level of “customer experience”, with Poland as an example. The research methods used were participant observations and critical analysis of collected materials. The obtained results made it possible to conduct a descriptive and explanatory nomothetic study based on an Internet questionnaire. The authors formulated a diagnosis about the possibilities of using the potential of customer experience for the development of enterprises based on technologization of last mile deliveries. The recommendations can be used by scientists and managers in the CEP industry to redefine business models based on the technology of logistics customer service processes.

The present day is marked by the economic expansiveness of societies and the adoption and adaptation of intelligent technologies. In this hyper-world, customers expect a personalized offer enhanced with customized service, which results in the introduction of sustainable and intelligent solutions—among other services. What becomes important is not so much the “Primum non nocere” of creation as much as the “go smart to the future” in creating. The smart logistics concept is a representation of this trend. The subject of the article is an analysis of the impact of the application of the smart idea in the field of sustainable development on changes in logistics in customer service at the last-mile stage. The source of this article is exploratory research of secondary sources, including books, articles, and reports, which has been subjected to a critical content analysis. The obtained results made it possible to design and implement an explanatory study of online-buying habits of people based on the CAWI (Computer Assisted Web Interview) methodology. The collected material has become the basis for the authors to indicate the applicability of smart logistics in the field of last-mile logistics, which can be used by researchers and training institutions in the field of professionalization of management of intelligent logistics processes in customer service at the last-mile stage. The last-mile service in logistics involves reaching the largest possible number of recipients, however, it has a negative impact on the natural environment, which, of course, contradicts the concept of sustainable development, including trends that are noticeable in the logistics market, customers, and in the law. Hence, it is important to look for solutions that allow us to achieve the appropriate level of customer service in the last mile, but at the same time, take care of the natural environment. The study was narrowed down to the Polish perspective due to the growing demand for last-mile logistics services. Moreover, Poland is still a country where the concept of sustainable development is not fully understood and used. The research allowed us to indicate the directions of development of the last-mile service processes by considering the technological innovations that may support the application of the concept of sustainable development.

Objective: The objective of this article is discussing the role and importance of women’s leadership qualities in shaping the business success of firms in the logistics industry. Research Design & Methods: Research was divided into two steps. Data was collected from both primary and secondary sources. Authors used monographic methods, along with an evaluation of documents in terms of their publication usefulness. In the next step, data was collected from primary sources: women working in the logistics industry as managers or managing their own firms – the technique applied was based on individual in-depth interviews, as well as employees of logistics companies led by women – the technique applied was direct questionnaires. Findings: As the conducted research shows, the growing authority of women in the logistics industry results from their having the fundamental qualities and competences that should characterize an effective leader. In addition, some personality traits characteristic of women proves to be extremely useful in the multi-stimuli corporate environment. Therefore, women are perfectly capable of managing logistics. Contribution & Value Added: According to the authors’ recommendations, the study should be expanded to include a larger group of respondents. Moreover, there should be included companies from different parts of the world. In addition, the next step should consider the socio-cultural conditions of the firm’s country of origin.

Objective: The article aims to show how people perceive future implications for logistics customer service resulting from the implementation of new technologies in the form of game-changer artificial intelligence (AI) solutions in the spirit of economy 4.0 and society 5.0. Research Design & Methods: The research process used a nomothetic approach based on the methodology of mixed research. The qualitative approach included a research study of monographs, publications, reports, and netographic sources. We used the technique of critical content analysis based on the co-occurrence of terms. In turn, we based the quantitative approach on the diagnostic survey method with the computer-assisted web interviewing (CAWI) technique. The sample size was 233. For further analysis, we used the statistical package for the social sciences (SPSS). Findings: The research shows that customer service in logistics already uses different forms of AI-based solutions (like Chabtbots, Voicebots, and voice assistants). Even customers positively evaluate those solutions, among others, for efficiency, competence, and service quality. Moreover, customers are aware of AI-based solutions and know that their usage will deepen in the future, as it is a game changer for the competitiveness of customer service in logistics. Implications & Recommendations: The conducted research indicates the need to constantly improve the digital competences of the users of last-mile logistics services in the context of technologization of transaction processes. Different areas of business will widely use AI-based solutions, because there is a need to develop systems which will help with the human-machine communication. This technology should be constructed as safe for people and easy to use; both with regard to users and customers. As a result of these processes, there is a greater need to educate people about AI-based solutions to develop awareness and improve future outcomes. Contribution & Value Added: The article’s main advantage is determining new possibilities in the area of logistics customer service as a result of the dissemination of solutions in the AI field, which may be a helpful instrument for enterprises in managing the last-mile scenario in the future.

Contemporaneity, in its complexity, brings progressive and degressive factors that shape the lives of organisations and individuals. Covid-19, as an unforeseen black swan event, was a massive challenge for universities in Poland and around the world. The education system has been transformed as digitisation of documentation and the use of online platforms during classes have become the only way to maintain the continuity of the education process. This article aims to evaluate the effectiveness of technology during the COVID-19 pandemic within the Polish context and to identify potential future opportunities for digital transformation in university teaching through the virtualisation of education. The hypothesis put forward in the paper is that the black swan of Covid-19 and the resulting technological boom have sparked the acceleration of change in higher education. The research data were obtained from secondary and primary sources, using qualitative and quantitative methodology. Using the Web of Science and Scopus databases, the desk research method was used. A diagnostic survey using the Computer-Assisted Web Interviewing (CAWI) technique was used to obtain the primary data. The research findings reveal opportunities for virtualising teaching processes in higher education through e-learning platforms beyond the pandemic.

The complexity of the technologized socioeconomic reality poses a number of challenges for today's managers. Many times their actions are a test of their leadership. A particularly interesting area of research in this regard is the logistics sector, which so far has been regarded as typically male and which has been undergoing a transformation in favor of an increasing representation of women for some years now. The authors sought to answer questions such as: what qualities, skills and competences will enable women working in logistics to pursue their careers and achieve their goals in the face of the challenges of a 5.0 economy. The aim of the article is to identify those leadership skills and competences of women in logistics that predispose them to lead on their way to business success in enterprises. In the research process, mixed research methodologies were used, combining the results of secondary source analysis obtained from Scopus and Web of Science databases with information obtained from a quantitative survey based on the CAWI diagnostic survey method. The analyses resulted in a model of an exemplary image combining traits, skills and competencies, as well as attributes of effectiveness, which may be helpful for women in shaping their leadership position in the management structures of companies in the logistics industry. The resulting material complements the existing body of research on the role and importance of women in business including, in particular, the inclusion of women in logistics. The main strength of the work is to identify areas that women should improve in order to increase their participation in managerial positions in the logistics industry.