Khazalin Ghuzal, Chief Retail Officer at Pos Malaysia, shares how Malaysia's postal operator is working to create a modern postal retail network. This interview was recorded at the 6th International Postal Retail Benchmarking Workshop held in Ljubljana in 2025.

In this conversation, we cover:

• Overview of the Pos Malaysia post office network
• Mobile post office services and technology
• USO for postal access
• The challenge of declining footfall
• Pos Shop concept - monetising unutilised space in post offices
• Customer behaviour and convenience
• PUDO partner pilot programme
• Self-service options to assist with queue management
• The omnichannel experience
• Creating a super app