CX Innovation for C2C Courier Services

Identifying Gaps in the Customer Journey 

To identify gaps and opportunity areas along the end-to-end customer journey, for both frontstage and backstage interactions, different internal stakeholders were involved in collaborative workshops within a short timeframe. The initial service blueprint was then enriched with immersions, observations, and interviews with customers and internal employees.

Prototyping Service Ideas 

From the insights and systems mapping, several leverage points were identified for quick wins and a roadmap for future CX initiatives. Key actors were involved in prototyping the quick-win service ideas in the field, ensuring that operational constraints were considered. Throughout the project, key members of the newly formed CX team were actively involved, empowering them to continue the process after the team's engagement.

Empowering the CX Team 

The CX team were actively involved to empower them to continue the process after the initial project completion.