“Customer experience is about human to human, edge to edge,” says Hussein Wehbe, Managing Director for UPS in the Middle East. “Customer experience is really about the people. Anything else comes as an enabler.”
Speaking at one of the latest GX Talks, a dialogue series created and hosted by the Prime Minister’s Office of the UAE, Wehbe shared facts about UPS and about the customer service of the past, where the final touch point was the only visible part of the service and complaints were limited to social gatherings.
According to Wehbe, customer service has transformed into customer experience and creativity and innovation are not an option, they are core.
“The future is all about smart logistics network," he explains. "It’s about drones, electric vehicles and everything that makes the customer experience easier and more seamless. Automation and efficiency drives customer experience.”