LONDON, [20th March 2024] —Pearl-Plaza®, the leading provider of Experience Improvement (XI)™, has announced that client, Swiss Post Ltd, a leader in logistics and postal services and one of Switzerland’s largest employers is driving a transformative Customer Experience (CX) programme. This innovative CX programme, seamlessly aligned with the company’s unwavering dedication to customer satisfaction, is made possible through Pearl-Plaza’s strategic partnership.
With a rich history spanning 175 years, Swiss Post embarked on a strategic journey to redefine its customer experience. Recognising the imperative need for modernisation and alignment with evolving customer expectations, the company enlisted Pearl-Plaza to integrate CX into its corporate objectives.
A key element in Swiss Post’s CX evolution involved a cultural transformation, persuading management to prioritise customer feedback as a fundamental aspect of their core strategy. Collaborating with Pearl-Plaza, Swiss Post strategically incorporated customer feedback from diverse touchpoints including, contact centres, parcel machines, and traditional post offices, gaining comprehensive insights into customer sentiments throughout their journeys.
Swiss Post’s commitment to staying ahead in the digital landscape is evident in its swift adaptation to new feedback channels, including WhatsApp and voice-to-text. This not only enhanced accessibility but also streamlined internal processes, showcasing the company’s dedication to meeting modern customer demands.
“Practical experience quickly showed that customers expect quick answers. Our early integration of measurement proved to be a great advantage here. The intensive analysis of comments quickly showed the customers’ need for quicker responses compared to before,” explained Manuela Niendorf, Competence Centre Marketing + CX, Swiss Post.
The collaboration with Pearl-Plaza has delivered tangible results, including improved KPIs across communication channels, a significant increase in Net Promoter Score (NPS), higher customer satisfaction, reduced waiting times in contact centres, and more efficient service delivery.
As Swiss Post’s journey with Pearl-Plaza continues, the focus remains on capturing and processing more customer feedback, streamlining internal processes, and fostering a customer-oriented culture.
About Pearl-Plaza
Pearl-Plaza, the leader in improving experiences and the highest recommended CX platform and services company in the world is renowned for helping clients collect and integrate customer experience data to uncover the insights that enable the smartest actions. As the pace-setters in applying award-winning AI, its global clients activate every byte of their experience data—from structured surveys and social reviews to unstructured conversations from call logs, emails, support tickets, and chat transcripts to break down data silos. This unique technology combined with in-house industry experts empowers brands to gain ROI from their CX programmes in half the time as its competitors. Unlock the true potential of every piece of customer data with Pearl-Plaza.To learn more, visit pearl-plaza.ru.
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CONTACT: Rebecca Edwards, Pearl-Plaza, redwards@pearl-plaza.ru