A continual increase in the awareness of CX and the teaching of simple, practice-oriented methods are key for us.
The PostLogistics CEM (Customer Experience Management) team places the customer at the centre of their work, supports project initiatives and fosters customer orientation among employees. It aims to constantly increase customer focus within the company. The practice-oriented, constructive series of training sessions aims to empower employees to further develop processes, products and services that relate to the end customer. PostLogistics also aims to increase customer-oriented awareness and thinking within the group and expand the CEM team’s repertoire.
With these two training formats, Zühlke is expanding the CEM team’s didactic portfolio in the areas of qualitative research and customer personas. The CEM team is aiming to optimise and develop the formats on its own, which calls for methodology and didactics in addition to knowledge transfer.
With training linked to concrete use cases from day-to-day Post-Logistics operations, employees gain an appreciation for the value and relevance of CX as well as a methodological toolkit that they can use in their own work. Training also adheres to the co-creation principle and incorporates direct exchange with actual PostLogistics customers. This increases awareness of the ways in which CX contributes to the business relevance of internal projects, resulting not just in transfer of know-how but also a truly customer-oriented corporate culture.
Business Solution Manager