"Attending CCW means putting your customers first." 

05 - 08 October, 2020 | Amsterdam

Mark Eldridge

Chief Customer Officer PostNL Cross Border Solutions

Mark has an International background in the Mail, Parcels and eCommerce logistics business that covers Sales, Marketing, Operations, Product Management, Business Development, Strategy, Finance and General Management. He has managed both large and small teams across different countries and cultures, has been based in London, Brussels, Amsterdam, The Hague and worked in Asia and the Americas. As Customer Experience Officer for PostNL Cross Border Solutions, Mark has now turned his attention to building the Customer Experience capabilities for both the Spring and PostNL international brands. 

Main Conference Day Two

Wednesday, October 9th, 2019

11:10 AM Case Study: CX across global cultures and in a complex B2B2C market

How do you build an effective CX approach with a team that is spread very thinly across the world, when your direct customer is not the final end consumer and when complex systems are involved? That is the challenge facing the newly formed Customer Experience Team of PostNL’s Cross Border Solutions business unit. Mark will share the approach and challenges:
• What really is the challenge in a B2B2C global market?
• Where do you start and how do you convince your internal stakeholders that CX is a worthy investment?
• How do you then approach this challenge across geographies, markets and cultures

Check out the incredible speaker line-up to see who will be joining Mark.

Download The Latest Agenda