Customer Service - Center Of Excellence

DHL is the world's leading logistics company with over 600,000 people in over 220 countries and territories work every day to help our customers cross borders, reach new markets and grow their business or simply send a letter to their loved ones. We continuously invest in cutting-edge technologies, digital solutions, and sustainable practices to enhance efficiency and reduce environmental impact.

Briefly describe the nominated department: history and past performance (up to 1,250 characters):

Customer Service is central to our FOCUS strategy, driven by our people who prioritize customers in every aspect of their work. We deliver a best-in-class customer experience with Passion and a Can-DO attitude, ensuring our promises are fulfilled Right the first time and with Speed.

Research shows that engaged employees are more productive, innovative, and committed. DHL's focus strategy emphasizes:

Motivated People Great Service Quality Loyal Customers Profitable Network.

Our strategy is centered on delivering exceptional service quality through a highly motivated and engaged workforce. We strive to consistently achieve outstanding results in our annual Employee Opinion Survey, reflecting strong leadership and active engagement. For 2025, our goal was to maintain an Employee Engagement and Team score above 90, reinforcing our commitment to a thriving and collaborative workplace.

On Customer front, in 2024, we achieved NPS score of 83. By embracing an Insanely Customer-Centric Culture (ICCC), our teams are committed to delivering every interaction with knowledge, politeness, and helpfulness. Our ambition was to elevate this score even further and strengthen our lead over competitors. Guided by a strong digitalization mindset, we continue to introduce innovative Robotic Process Automation solutions designed to enhance customer experience and proactively manage expectations, as a result new RPA's were introduced.

New RPA's

• Pickup Exception RPA: Provides instant updates to customer in relation to pickup request giving them greater control and flexibility. Empowering customer to re-schedule pickup at their convenience.
• Shipment Monitoring RPA: Leveraging Robotic Process Automation, this initiative provides customers peace of mind by monitoring shipments from pickup through final delivery. The system proactively tracks each milestone and automatically sends notifications in case of any non-delivery or delay, ensuring transparency, faster resolution, and an improved customer experience.

At DHL, customer feedback is not just collected-it is transformed into actionable improvements that enhance the overall customer experience (CX). Every insight shared by our customers serves as a catalyst for refining processes, strengthening service quality, and driving innovation.

Few initiatives from customer's feedback:

• Customs process awareness sessions for CS team.
• Better TAT for the Refund process for customers with duplicate payments.

We developed a comprehensive employee engagement program with regular feedback, coaching & training sessions, workshops, and team-building activities to foster a positive work environment. As a direct impact, we must achieve improvement in all our Customer Service KPI's.

Outline the department's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

At DHL Express, our culture of putting "Customers at the Heart" is powered by "Employees at the Heart," because Happy Employees = Happy Customers. To maintain exceptional service quality and standardize customer experience, we focused on motivating and engaging our diverse workforce, achieving outstanding Employee Opinion Survey scores in 2025: Engagement Index (92), Leadership (89), and Employer of Choice (89).

Customer KPIs:

• Trace Resolution: 95%+ within 3 days (target 70%)
• Complaint Resolution: 100% (target 75%)
• Customer Experience Quality: 98% (target 90%)

Business Impact: 9% YoY revenue growth and 27% shipment growth; Key Account Development team manages 75% of total revenue.

Innovation: Implemented Contact Center as a Service (CcaaS) for seamless omnichannel connectivity, real-time analytics, and faster response times.

Recognition: Achieved re-certification as Center of Excellence (CoE) in May 2025, reaffirming operational excellence and customer-centricity.

Uniqueness: Competitors can replicate networks, but not our motivated workforce and culture of continuous improvement-our greatest differentiator.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Our Customer Service (CS) function consists of motivated individuals from diverse nationalities, countries, and cultures. We take pride in fostering an environment where everyone can have their Best Day Every Day, as our people are our greatest differentiator. While competitors can replicate our network, they cannot match our motivated workforce. It is this dedication that propels DHL Express from Good to Great.

Voice of Customer: The Net Promoter Approach provides valuable insights into customer satisfaction and loyalty, helping us understand customer perceptions and identify areas for improvement. By leveraging this feedback within our continuous improvement framework, we show customers that their opinions matter.

In 2024, our NPS score was 83. Committed to delivering GREAT Service Quality, we aimed to elevate this score. Through engagement activities and a motivated workforce, we successfully increased our NPS from 83 in 2024 to 89.5 in 2025. This accomplishment underscores our commitment to providing excellent service quality and consistently enhancing customer satisfaction.

An integral part of our continuous improvement culture is accessing our position of leadership in the AIR Express industry. This is achieved through an external Customer Survey measuring our quality of service versus our closest competitor within 5 pillars LIKELIHOOD TO REPURCHASE, LIKELIHOOD TO RECOMMEND, CARING ABOUT CUSTOMERS, LISTENING TO CUSTOMER'S NEEDS and STRENGTH OF RELATIONSHIP. This is then translated into an overall Index. We have consistently shown positive gap against our closest competitor, demonstrating our dedication to surpassing customer expectations.