Global Customer Returns: How to Retain a Competitive Advantage

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Siefert shares his industry insights on the challenges of cross border returns, balancing efficiency and cost and global vs. local repair strategies. 

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Reverse logistics’ impact on the global bottom lineMaking the returns process an opportunity for competitive advantage & managing customer expectationsCost effective repair strategiesReducing returns ratesDealing with end-of-life productsUsing the secondary-market to dispose of refurbished or returned network elementsOutsourcing reverse logistics to 3PLsPotential challenges in international reverse logisticsKey opportunities and risks for reverse logistics in the future

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DHL Decipher the Dark Side of Data in Customer Experience

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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 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 CX Network interview, 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.

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Dissecting Swarovski’s Sparkling Customer Experience Strategy

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In this exclusive interview, Karin Winkler, Customer Experience Manager, Swarovski, shares the company’s strategy for creating a mindset of excellence amongst Swarovski employees.

 

Focusing on Top Box Scoring, a new VOC feedback programme, aimed at turning insight from data in to action and ensuring the customer experience you provide is always remarkable. This interview is your way to make sure your company stays ahead of its DACH competitors! 

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Eight Enlightening Ways To Improve Customer Experience On Multi-Channel Platforms

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Developing multi-channel management to improve customer experience across the whole business is one of the main pain points for companies in the DACH region. 

 

In this CX Network top tips mini-guide, we explore 8 ways you can improve your customer experience on your multi-channel platforms. With targeted insight from eBay, Swarovski, Ziggo and Kyivstar, this is your opportunity to truly differentiate yourself from your competitors! 

 

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Gain Best Practices to Advance Your Trial Master File and Guarantee Compliance with the MHRA, Pfizer, GSK, Novo Nordisk and CSL Behring.

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Join 70+ TMF industry leaders to develop best practices for the management and improvement of TMFs at Europe’s only case study driven TMF event. With sessions from Pfizer, Novartis, the MHRA, Quintiles and CSL Behring can you afford to miss this year’s must attend TMF event? For more information check out the full agenda now. 

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