Markus Engel — Global Head of Voice of the Customer, DHL Supply Chain
Published:
When we started customer experience management, we moved to a tech provider. It’s now four years ago when we moved over to Medallia, because we just saw that with the capabilities they’re bringing, it just allows us to do the next S-curve.
What does Markus Engel say on The Agile Brand with Greg Kihlström?
Markus Engel, Global Head of Voice of the Customer, DHL Supply Chain, says: An interview with Markus Engel and Linzi Hindle of DHL Supply Chain about how the company ties customer experience (CX) to commercial outcomes. They discuss Strategy 2030 (2X30), the shift to cloud-based CX technology (Medallia), linking employee experience to NPS and financial results, and how global directives are adapted locally. The conversation emphasizes actionable feedback, data accessibility, cross-functional ownership, and sharing best practices to drive measurable operational and commercial improvements.
From: The Agile Brand with Greg Kihlström