Hermes, the consumer delivery specialist, has further strengthened its senior team by appointing Chris White to the role of Director of Customer Experience. His appointment underlines the company’s commitment to leading the field in both customer service (CS) and customer experience (CX).
Chris has more than 20 years of experience working within the logistics and supply chain sectors. He previously held the role of Customer Experience Director at two-person delivery company ArrowXL, as well as Head of Client Management at Yodel. During his career, Chris has also worked at RB as Head of Client Services, and L’Oréal as Customer Service Manager.
As part of his remit, Chris will oversee the strategic direction of the company’s CS department. He will be tasked with improving how the CS team works alongside operations in order to create a more localised CS model. This will help the company to enhance resolution levels for end customers.
Chris will also focus on improving the overall CX as the business pushes ahead with its vision to become the carrier of choice for every end consumer in the UK. Hermes’ CX team continues to examine all aspects of its delivery experience to spot opportunities to develop and enhance its Digital Futures+ programme. This already includes a sophisticated chatbot, the introduction of instant real time notifications to help resolve any potential delivery issues, easier return options via ParcelShops, and the ability to divert to a safe place or neighbour up until the point of delivery.
Chris said: “Hermes is a fantastic business with ambitious plans for further growth. I am excited to join such a forward-thinking organisation that prioritises investment in innovation and technology to further enhance the overall customer experience it delivers on behalf of the retail industry.”
Commenting on the news, Martijn de Lange, Hermes CEO, said: “We are wholly confident that Chris boasts the wide-ranging and essential skills required to shape our customer experience offering. We are absolutely committed to building on the excellent progress we have already made over the past two years and cementing our position as the industry leader in terms of both CX and CS.”