CX Case Study:

DHL Malaysia –
CX Audit and Action Plan

Our Client’s Challenge

DHL Malaysia were providing customers with a good customer experience but recognised that customer needs and expectations were growing rapidly and they needed to sharpen their CX delivery.

DHL Malaysia

Our Solution

The recommended starting point was doing a CX Audit to really understand and benchmark DHL Malaysia’s current position to pinpoint where to focus effort and drive improvement.

We carried out interviews and questionnaires with employees across different departments and customers from different sectors. Through our CX Audit we identified key gaps and critical success factors which formed the basis of a detailed CX action plan.

 

Find out more about our CX Audit

CX audit

What Was The Impact?

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“Doing the CX Audit gave us real clarity on our current CX performance and gave the whole leadership team a shared view of where we are and where we need to get to, identifying clear, tangible actions to get our CX strategy back on track. The report we got was extremely comprehensive and demonstrated that The CX Company really understood our business and our challenges.”

HunNi Lieuw
Head of Business Transformation, DHL Malaysia

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