UPS Digital Connections programme supports the digital growth of UPS’ customers by connecting them to tech partners that offer comprehensive digital solutions, including e-commerce platforms and demand-generating marketing tools.
Leading Experience Management (XM) company Qualtrics and global logistics and transportation services provider UPS continue to strengthen their collaborative partnership to accelerate customers’ experience transformation journey. Specifically targeted at UPS’ small and medium-sized business (SMB) customers, the latest alliance intends to enhance the logistics company’s existing UPS Digital Connections programme by integrating Qualtrics’ Delighted XM solutions.
Qualtrics acquired Delighted, a customer experience (CX) measurement and rating firm focused on small and medium businesses, in 2018– further strengthening the position of the SAP-owned company in the SMB market. Now called Delighted by Qualtrics, the platform offers turnkey solutions and customizable surveys including Net Promoter Score surveys (NPS), Customer Satisfaction surveys (CSAT), and Employee Net Promoter Score surveys (eNPS) to help companies achieve greater visibility of customer experiences and become customer-led organisations.
The latest Qualtrics-UPS alliance innovation comes at a time when businesses are reinforcing their investments in e-commerce solutions that would help them remain agile and competitive. Commenting about the CX partnership with UPS, Caleb Elston, Delighted co-founder and CEO, said:
“Founders and business owners need to continuously listen to their customers and act on their feedback to create meaningful relationships as they scale. Our alliance with UPS will give thousands of new businesses the ability to leverage experience data to connect with customers, predict early trends and stay ahead of the market.”
Reinforcing UPS Digital Connections Programme
Qualtrics and UPS’ alliance has been highlighted last year to support the American logistics company’s “customer-first, people-led and innovation-driven strategy”. Mentioning UPS as one of the company’s big wins in the first quarter of 2021, Qualtrics CEO Zig Serafin earlier said:
“Qualtrics will be their Experience Management platform, enabling them to listen across the company, take action to lead on critical customer and employee experiences globally. With Qualtrics, UPS is able to understand their customers and their employees at scale and take action to deliver what matters.”
Today, the innovation partnership between the two companies goes further with the enhancement of the UPS Digital Connections programme leveraging Delighted AI, a purpose-built in-house solution that automates the customer feedback process such as scheduling surveys and generating dashboards without the need for an extensive configuration or AI algorithm training. The AI-powered platform advances SMBs’ customer experience programme by gathering real-time customer feedback across channels including email, website, and app to help them build customer loyalty, gain a competitive edge, and achieve their bottom line.
As part of the UPS Digital Connections programme, UPS customers can now access Delighted to:
- Help them scale their CX initiatives
- Achieve better visibility of factors that affect a customer’s delivery experience including delivery type, delay time, and provider
- Streamline the routing of reports and alerts to respective service teams with Delighted’s capability to integrate with the SMBs’ CRM and mission-critical apps
Felicia Allen, UPS President of U.S. Marketing, emphasised that businesses must measure factors, including last-mile delivery, in the customer journey that affect their satisfaction. She explained:
“The goal of the UPS Digital Connections program is to help level the highly competitive e-commerce playing field and provide more small and medium-sized businesses (SMBs) access to UPS and new digital platforms to enhance various aspects of their business and grow their customer base. Delighted offers one of the fastest and easiest ways to implement a customer experience program across every channel and take action on customer feedback.”
