Hermes is a leading parcel courier in the United Kingdom and is committed to always being the first choice among U.K. consumers. Doing so requires a deep focus on improving the customer experience (CX) in which Hermes extensively measures the entire journey of both its customers and each parcel to ensure its providing a highly satisfactory experience that translates to business success. We sat down with Lee Houghton, head of Customer Experience and Development at Hermes, to learn more about the companys approach to CX.
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