The shipping world is rapidly evolving. For some years now, the sector has seen unprecedented consolidation accompanied by a continuous increase in capacities. Shipping companies are forming operational alliances, with three currently dominating the market, including the Ocean Alliance, headed by CMA CGM and three Asian maritime companies. In this context, the gaps in offerings between shipping companies are beginning to close.

Studies show, nonetheless, that customers are genuinely concerned with quality of service. “This is just as true in the digital era, in a world where each individual can control their whole life from their phone with the swipe of their finger”, explains Mathieu Friedberg, Senior Vice President for the Commercial and Agency Network. In March, during one of the year’s largest maritime conferences (TPM at Long Beach, United States), CMA CGM unveiled its new programme: Customer Experience. The programme is divided into six pillars and is guided by a powerful ambition: “Caring Beyond Shipping”. Improve our customers’ experience.

“We need to stand out from our competitors”, insists Patricia Picini. “Although our brand already enjoys a good reputation with a 73% customer approval rating, CMA CGM still has work to do in certain areas such as overall customer satisfaction and operational excellence. In terms of customer experience, we need to listen and take into account the perspective of each of our contacts, all along their journey and interactions with us. In a now omni-channel world, we need to re- assess all points of contact with the company, whether via our website, by phone or through a visit to one of our agencies”, emphasises the Director.

Improve OUR CUSTOMER’S EXPERIENCEWe need to stand out from our

competitors

Patricia Picini, Vice President Global Sales and Customer Experience.

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Patricia Picini, Vice President Global Sales and Cus- tomer Experience and Mathieu Friedberg, Senior Vice President for the Commercial and Agency Network

VIDEO DISCOVER OUR PROGRAMME CARING BEYOND SHIPPING

VIDEO MATHIEU FRIEDBERG TELLS US MORE ABOUT CARING BEYOND SHIPPING

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