DHL Deciphers the Dark Side of Data in Customer Experience
Interview with DHL’s Vice President of Customer Experience, Kim MacGillavry, who says: "data cannot improve customer experience, only people can".
In an industry where Big Data is King, it can be quite controversial to not share the same views on the benefits of leveraging data to improve customer experience. However, DHL’s Vice President of Customer Experience, Kim MacGillavry, is of the opinion that "data cannot improve customer experience, only people can".
Has Kim discovered something about data the rest of the industry hasn’t, or is DHL’s way of creating a great customer experience only applicable to them?
In this interview, editor Maya Fowell finds out how and why DHL are making sure the customer experience they deliver is not reliant on data, what the issues are with automated customer service, and how to make sure your customers really are at the heart of everything your company does.
Download the interview here