Customer service as an innovation pool

When the wind turns in the direction of change, you cannot remain in a safe haven for long – it is better to do as the Swiss Post does, and set your sails. It anticipates its customers’ needs with targeted innovation management and sets the right sail in every sort of wind with appropriate products and service innovations. They also strive to remain “ideally trimmed” when it comes to customer service. Jean-Luc Morchetti, Head of Customer Service, spoke in an interview about agility in customer service and the contribution that each individual employee can make to the company’s future.