At DPD Switzerland, we’re dedicated to more than making deliveries on time – we’re committed to constant improvement. Our passion for innovation and our focus on providing exceptional customer experiences drive us to make the most out of the synergy between people and technology. Our ongoing efforts in the latest technologies like artificial intelligence (AI) have culminated in our Happiness@DPD customer experience program winning the Geopost Excellence Award. This achievement is a testament to the outstanding collaboration of everyone involved.
After winning the award, we took the opportunity to sit down with Marco Kaiser, our Marketing & Customer Experience Director, to delve deeper into the project and its noteworthy achievements.
DPD: ‘What are your thoughts on AI, and what do you perceive as its benefits and drawbacks, both personally and in business?’
Marco: ‘AI doesn’t inherently rectify flawed systems, but it does optimise the way we work significantly. Where we would previously be bogged down by unnecessary efforts, we now streamline processes and enhance decision-making with AI’s assistance. Its greatest strength lies in assisting us in our work, yet its potential downfall lies in fostering the misconception that it can remedy structural weaknesses or unclear objectives.’
DPD: ‘What’s your perspective on the role of artificial intelligence, especially concerning customer experience? Do you think it complements or replaces human interaction?’
Marco: ‘I see AI primarily as a complement to human interaction, not a substitute. It helps us to make smarter decisions and streamline processes. The real magic happens when we use it as a digital assistant that works hand in hand with human intuition and expertise.’
DPD: ‘Did it feel great to receive the Geopost Excellence Award, alongside the Customer Relation Award in Zurich and the European Customer Champions in Berlin? And what does this award mean for you personally?’
Marco: ‘Each of these awards is a fantastic testament to our team’s dedication. They reflect our untiring commitment and our vision to always pursue a customer-centric strategy with pragmatic and effective execution. These awards motivate us to continue on our journey to success.’
DPD: ‘What is the standout feature of the program? In a nutshell, what makes the Happiness@DPD program so special?’
Marco: ‘A clear vision with specific goals that unite customers, people and technology.’
DPD: ‘Where did the idea of creating the Happiness@DPD program come from?’
Marco: ‘The Happiness@DPD program was born out of the need to significantly improve the customer experience. A negative NPS served as the wake-up call, pushing us to focus entirely on the customer’s genuine experiences, rather than just the metrics.’
DPD: ‘Which departments at DPD were involved in the development, and how did the interdisciplinary collaboration work?’
Marco: ‘A successful customer experience program requires a broad base of expertise. From IT to customer service, every detail counts to ensure a seamless customer experience. A healthy dose of pragmatism helps.’
DPD: ‘The Geopost Excellence Award recognises not only the program itself, but also the dedication of each individual employee. How do you motivate your team to play an active role in improving the customer experience?’
Marco: ‘Customer experience is not a number – it’s a vision that needs to be put into practice. Employees need to understand what it means. When the experience is right, we usually run into fewer problems, have more customers, and everyone is happier. This ethos must be embraced and occasionally reinforced – communication helps.’
DPD: ‘What challenges did you encounter in implementing the Happiness@DPD program, and what were the key lessons learnt?’
Marco: ‘Real change starts with the people. Keeping them motivated and informed consistently poses challenges, yet it’s pivotal for the project’s success.’
DPD: ‘Do you have a standout memory from the development process?’
Marco: ‘The pride of the employees when we presented everything we do well for the first time.’
DPD: ‘Would you say you deserved to win? 😉’
Marco: ‘Yes, definitely deserved! Everyone in our team can be proud of what we have achieved together.’
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