How do you explain Operations Experience Management to your colleagues?

How do you explain Operations Experience Management to your colleagues?
Published on: Apr 4, 2022
Updated: Aug 18, 2022

Operations Experience Management: The term may be new, but what it refers to is not.In a nutshell, Operations Experience refers to the set of events that occur after the customer has made payment on an online store. For example, order confirmations, shipping notifications, arrival confirmation emails.But, as you might expect, there is a bit more behind all of this than meets the eye. With that in mind, how do you explain to colleagues, or someone hearing about it for the first time, what Operations Experience Management is? And more importantly, how do you convince them to buy into the concept?

What is Operations Experience Management

Every customer journey has countless operational processes: fulfillment, truck delivery, repairs, returns, warranties and more... During these processes, the customer experience often takes a back seat.And that's often because of the vast amount of complex data that needs to be collected, analyzed, cleansed and harmonized to create real-time value. But the truth is that leveraging data is precisely the key to outperforming the competition and impressing your customers.Operations Experience Management is the combination of operational processes and customer experience, made even better by personalization.

Why Operations Experience Management is so important

With these new touchpoints, brands can leverage new opportunities to make a lasting impact on their customers. Creating real-time, qualitative value through a personalized and engaging experience maximizes loyalty and increases revenue. From a customer perspective, properly managing the Operations Experience ensures an enjoyable and information-rich journey.

Some numbers

To demonstrate the value this can have for brands, here are some customer feedbacks.Let's start with Lidl , which saw its average shopping cart increase by 12%. Add to that the fact that 85% of customers subsequently returned to their online store via their new package tracking page. At the same time, returns at Wetlbild decreased by 5%, and their new post-purchase email open rate jumped by 75%. Let's not forget that this created 2.5 million new touch points with their customers with a 71% open rate.Nor 11teamsports and its revenue increased by 19%.This is a demonstration of the versatility of our solution and the impact it can have on different issues.Whatever you're looking to improve, we're here to help!

Contact Us

At parcelLab, we leverage and enrich data so that brands don't have to deal with it. That way, they can reimagine a customer journey free of constraints. The best way to understand Operations Experience Management: watch our solution in action. So when you share all this information with your colleagues, feel free to recommend a demo. We'll explore the platform together and answer any questions. It is also highly recommended to look at some examples of impeccable Operations Experience Management on our customers' side. They offer a good idea of how our solution works, and maybe even a dose of inspiration!

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Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.

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