As customer expectations evolve in the fast-paced world of eCommerce, companies like DHL are transforming their customer service operations to deliver faster, more efficient, and personalized experiences. In this session, Natasja Wientjes, Senior Customer Service Director at DHL eCommerce Benelux, will share insights into how DHL eCommerce has implemented AI and automation to streamline customer service, boost agent productivity, and enhance the overall digital customer and employee experience.

This session will explore DHL’s journey from traditional customer service channels like email and phone to implementing live chat and AI-driven solutions. Attendees will learn how DHL has leveraged AI to assist customer service agents with tasks like suggestive typing, automated workflows, and a self-service portal for both shippers and recipients, allowing customers to access 24/7 support and resolve routine inquiries quickly. The discussion will also cover how these innovations free up agents to focus on complex customer needs while reducing overhead costs and increasing customer satisfaction.

Attendees will learn:

• Integrating AI for customer service efficiency: How DHL uses AI to support customer service agents and automate routine inquiries, improving both speed and quality of service.
• Enhancing customer self-service: How DHL’s self-service portals and apps enable shippers and recipients to resolve their own inquiries, leading to greater customer autonomy and satisfaction.
• Driving employee and customer engagement: How DHL maintains high employee engagement and leverages customer feedback to continuously improve service quality and meet evolving customer expectations.