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Kim McGillavry

Kim MacGillavry is the Vice President of Customer Experience at DHL Freight and he has extensive product and brand management experience in a variety of multinational companies. In his current role, he is in charge of the design, development, and implementation of the customer experience management programme for DHL Freight and he manages the customer service function globally.

Kim MacGillavry, Vice President Customer Experience at DHL Freight, discusses why to become truly customer-centric you need to start with your people, not your processes. Companies around the world and across industries are facing similar challenges. Markets are mature, products and services are commoditising and technology is empowering...Full Article »