With shipping networks growing more intricate and customer expectations rising, delivering cohesive, high-quality experiences is now table stakes for global carriers. In this conversation, Ullas Wadhwa, Director of Customer Experience (Quality) at Hapag-Lloyd AG, examines the strategic principles behind the German multinational’s end-to-end supply chain modernisation.
Ullas presents Hapag Lloyd AG’s “undisputed number one for quality” ambition under its Strategy 2030 initiative – one that is anchored in bold delivery targets and a new generation of digital tools. He also describes how the company is embedding customer-centricity across its 14,000-strong workforce, turning feedback and innovation into continuous performance gains.
Key themes:
- Why operational excellence and service quality are core to Hapag Lloyd AG’s customer agenda
- How digital creativity is enabling seamless, transparent shipment journeys
- The leadership traits that are essential for powering CX in complex industries
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