How to explain Operations Experience Management to your colleagues

How to explain Operations Experience Management to your colleagues
Published on: Feb 19, 2022
Updated: Aug 18, 2022

The term Operations Experience Management is new, but what it describes is not.In short, operations experience is everything that happens after the customer has paid in the online shop. Think order, shipping or delivery confirmations via email.

But that is not all.

So how can you explain Operations Experience Management to your colleagues, or to someone who has never heard of it? And most importantly, how can you get them to adopt it?

What is Operations Experience Management?

There are numerous operational processes throughout the customer journey, such as fulfilment, shipping, delivery, returns processing or repairs. However, the data that is generated during these processes is rarely used in the best possible way. This is mainly because the amount of data that needs to be collected, analysed, cleansed and merged is often too large to deliver relevant added value in real time. However, the reality is that leveraging data is key to differentiating your business from the competition and impressing customers. Operations Experience Management is the combination of operational processes with customer experience, further enhanced by personalisation.

Why is Operations Experience Management so important?

With engaging new touchpoints, brands have more opportunities to leave a lasting impression on their customers. Personalised, engaging experiences are based on relevant information that delivers value in real time. This maximises customer loyalty, increases brand engagement and drives sales. For the customer, a well-managed operations experience means an enjoyable yet informative experience.

Our customer examples

To illustrate how valuable this is for brands, here are some customer examples: At Lidl, basket size increased by 12% after implementing our solution. In addition, 85% of customers returned to their online shop via the new parcel tracking page. Weltbild reduced returns by 5% and saw a 75% open rate on new post-purchase emails. MediaMarktSaturn created 2.5 million new customer touch points with a 71% open rate. And 11teamsports increased sales by 19%.

These examples show how versatile our solution is and how effective it can be for different problems. So whatever you want to improve with your brand, we're happy to support you.

Contact us

At parcelLab, we make data work - enabling brands to redesign the customer journey. A great way to understand Operations Experience Management is to take a look at our solution - using our customer examples or in action. So if you want to share all this information with your colleagues, we recommend a non-binding and free demowhere we walk through the platform together and answer any questions you have. Our Customer Success Stories will give you an idea of how our solution works and maybe even inspire you!

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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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