In this Masterclass, Parcel Perform explains how machine learning can positively impact the Customer Experience, especially in the area of post-purchase by telling customers when exactly their parcel will arrive. The two founders, Dana von der Heide and Arne Jeroschewski, will provide insights into where and why customers often struggle after checkout and how using machine learning can help to improve the process. They will finish with a case study of a European marketplace, during which they walk through the process step by step and explain how successful parcel delivery communication increases customer satisfaction as well as customer service operations and engagement.
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Dana is the Founder and CCO of Parcel Perform, the leading carrier-independent parcel tracking SaaS platform with 600+ carriers globally. The German-born entrepreneur and e-commerce logistics enthusiast gained her industry knowledge in global strategy and regional business development roles for international logistics companies in Europe and Asia. Dana is part of Alibaba’s eFounder Fellowship; a network of international entrepreneurs and business leaders passionate about digital transformation.
Arne is the Founder and CEO of Parcel Perform, the leading carrier-independent parcel tracking SaaS platform with over 600 carriers globally. Before founding Parcel Perform, Arne was Vice President for Business Development at DHL eCommerce Asia Pacific, where he led the development of e-commerce logistics products tailored for online marketplaces and merchants as well as market entries for DHL eCommerce throughout Asia. Prior to that, he was Vice President at Singapore Post’s SP eCommerce, where he was responsible for the B2C e-commerce businesses including vPost and Omigo. In 2012, Arne was the founding CEO of ZALORA, South East Asia’s leading fashion e- commerce player across 8 markets. Arne was a long-time management consultant at McKinsey & Company where he worked on technology projects in Europe, Africa and Asia. He is a trained economist with a Ph.D. in regulatory economics.
Different Personas, Different Experiences – Mastering CX along the Customer Journey