Get to know LMDX & CI

April 2023, Paris

 AGENDA

• Introduction to LMDX
• Introduction to CDXE
• Introduction to CX & CI
• Q&A

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Introduction to LMDX
 Guess the numbers
Time period: Q1-23

~ million shipments delivered daily across EU.

% are delivered on the day planned.

We average DNR Concessions (complaints / day).

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 Guess the numbers – Answers
Time period: Q1-23

~ 5.7 million shipments delivered daily across EU.

98.8 % are delivered on the day planned.

We average 13.8k DNR Concessions (complaints / day) or 1911

defects per million orders (DPMO).

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 What is the goal of LMDX
• We ensure AMZL provides best in class Delivery experience and is the
recognized, preferred carrier for customers.
• We aspire to deliver every shipment when, where and how customer
wants it.
• We are the voice of the customer in the AMZL, using data to anticipate what
customers truly want.
• We bring together stakeholders across all businesses to create
integrated solutions for customers.
• We don’t discard ideas just because they are bold. We might test
scrappy, but always build scalable.

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 EU LMDX Org
EU LMDX Leader
Maurizio Gufo

LM performance Customer Delivery

Excellence (LMPEX) & Experience and MEU LMDX FR LMDX IT/ES LMDX
UK LMDX
Business Analytics Efficiency (CDXE)
Jonny Timmins Marc Buerkel Aurelien Hautekiet Valeria Staiti
Chadi Shalik Sandra Hauzeneder

Address Quality,
IT/ES LMDX Managers +
Concessions Infrastructure, Products and UK LMDX Managers MEU LMDX Managers FR LMDX Managers
FQAs
Delivery Experience

FTDS Unattended Delivery

DEA Customer Escalations

Program

Business Analytics Customer Insights and

Research

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 Our key metrics

DEA FTDS DNR UD PRR

Delivery Estimate Accuracy: The
percentage of items that attempted
delivery on or before the Promised
Delivery Date (PDD), against the total
number of items promised for delivery
on the same date.
First Time Delivery Success: The
percentage of shipments that have
been successfully delivered on the
1st day & the 1st route they are
dispatched for delivery.
Delivered Not Received
Concessions: The number of
shipments are scanned as being
delivered by AMZL but are
never received by customer.
Unattended Delivery:
packages left unattended at
the safe places (doorstep,
mailbox or locker etc.),
when customer consent such
ship option at the checkout.
Positive Response Rate: The
percentage of positive
responses to the CDF
(Customer Delivery Feedback
survey.

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 2023

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Introduction to Customer Delivery Experience
and Efficiency (CDXE)
 CDXE 2023 Big Rocks

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Introduction to CX & CI
 Introduction to CX

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 WHY CUSTOMER EXPERIENCE?
Customers today have high expectations of services they receive,
service accessibility, choice, speed to resolve issues, customization,
personalization and more

The Need For A Focus on the Customer

Customer Retention
Purchase Paradigm Shift
Quality of Experience

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 Customer Experience (CX) Statistics
• 70% of revenue growth is received from existing customers
• 3 out of 4 decision makers stated that top priority is enhancing
customer experience
• One of the top CEO’s priorities is Satisfied Customers and Brand
perception
• 50% of consumer product investments will go toward Customer
Experience Innovation

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 Understanding Your Customer

Understanding your customer,

where they stand and what
motivates them to choose you or
a competitor, is the foundation
of delivering a superior
customer experience

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 Four Steps to Improve Customer
Experience

• Identify Product or Service Journeys

• Define Personas & Key Interactions
• Validate Perceptions & Define CX Metrics
• Quality of Experience

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 Journey Mapping
Example: Lost/Late Delivery
Journey Map

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 Voice of Customer Research
• CX Qualitative Research
 Small customer sample (10-15 per persona)
 In person (Interviews) or Online (Discussions Boards)
• CX Quantitative Research
 Large sample sizes, statistically significant numbers
 Not a market research survey, rather used to validate the journey and persona
interactions and perceptions
• Metrics & Drivers Definitions
 Define key CX metrics that you will monitor
 Establish and derive key drivers of loyalty, satisfaction and behaviors

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 Quality of Experience

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 Q&A

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