Customer Interaction in the Courier-Express and Parcel sector

The CI-CEP project (Customer Interaction in the Courier-Express and Parcel sector) focuses on enhancing customer centricity and integration within the Austrian parcel delivery market. Through a comprehensive situation analysis, key interaction points along the customer journey in parcel delivery are identified to create a seamless, customer-focused experience. The project develops and tests selected solutions, including digital tools for real-time delivery tracking, personalized delivery preferences, and direct communication with delivery personnel. The final outcome is a market-ready solution concept that strengthens customer engagement and establishes a competitive, customer-centered position for CEP service providers, enhancing the delivery experience from the recipient’s perspective.