In this episode of Cards Against Complexity, Aileen, Head of Project Management and Customer Service at Emons Spedition GmbH & Co. KG, dives into the unique challenges of delivering customer experience in an industry full of moving parts. From managing human factors to integrating AI, Aileen shows us the many complex stages of getting an item from A to B on behalf of the end consumer's request.‍

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Key Highlights:

• Navigating Complexity: Aileen explains the logistical hurdles of managing unpredictable and simple variables such as an address field that has been filled in falsely or a truck that breaks down.

• The Human Touch in CX: While AI can assist with efficiency, Aileen highlights the importance of human adaptability in resolving nuanced customer issues and building trust. AI doesn't understand why it is important to a person, to know just know that a package is arriving late but also why.

• The Role of Transparency: Honest communication, even when things go wrong, builds stronger customer relationships and helps to manage expectations. Shit happens, and if it does, you should let the customer know. This episode is essential listening for CX professionals in logistics or any industry grappling with complex operations and the push toward digital transformation.
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This episode is essential listening for CX professionals in logistics or any industry grappling with complex operations and the push toward digital transformation.