From Mailboxes to Mindsets: Navigating Tradition to Modern Customer Centricity

Swiss Post Ltd embarked on a transformative journey to redefine customer experience (CX), recognising the need for strategic alignment in a rapidly evolving landscape. Partnering with InMoment, Swiss Post integrated CX seamlessly into its corporate objectives, setting the stage for enhanced customer loyalty and operational refinement.

Key Highlights:

• Cultural Transformation: Swiss Post underwent a cultural transformation to adapt to modern customer expectations, persuading management to prioritise customer feedback as fundamental to the core strategy.
• Comprehensive Customer Insights: Collaborating with InMoment, Swiss Post gathered feedback from various touch points, including contact centres, parcel machines, and traditional post offices, gaining a comprehensive understanding of customer sentiments.
• Expanded Services: Beyond traditional post offices, Swiss Post extended its services to include sales, aligning with the demands of the modern customer and enriching the customer experience.

The collaboration with InMoment yielded tangible results, enhancing overall customer experience, improving KPIs, and increasing customer satisfaction. Swiss Post remains steadfast in its commitment to enhancing all channels and fostering a customer-oriented culture.

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