Hermes UK has strengthened its management team by appointing Chris White to the role of Director of Customer Experience, with responsibility for customer service (CS) and customer experience (CX).
As part of his remit, White will oversee the strategic direction of the company’s CS department. He will be tasked with improving how the CS team works alongside operations in order to create a more localised CS model. This will help the company to enhance resolution levels for end customers.
In addition, he will focus on improving the overall CX as the business pushes ahead with its vision to become the carrier of choice for every end consumer in the UK. Hermes’ CX team continues to examine all aspects of its delivery experience to spot opportunities to develop and enhance its Digital Futures+ programme. This already includes a sophisticated chatbot, the introduction of instant real time notifications to help resolve any potential delivery issues, easier return options via ParcelShops, and the ability to divert to a safe place or neighbour up until the point of delivery.
White commented: “Hermes is a fantastic business with ambitious plans for further growth. I am excited to join such a forward-thinking organisation that prioritises investment in innovation and technology to further enhance the overall customer experience it delivers on behalf of the retail industry.”
Martijn de Lange, CEO of Hermes UK, said: “We are wholly confident that Chris boasts the wide-ranging and essential skills required to shape our customer experience offering. We are absolutely committed to building on the excellent progress we have already made over the past two years and cementing our position as the industry leader in terms of both CX and CS.”
