Case Study: DHL eCommerce UK achieves a unified brand story with Cite

DHL eCommerce UK builds 6 customer personas with Cite

The customer, DHL eCommerce UK, faced a challenge with brand confusion and competition with its sister division, DHL Express. A lack of clear service propositions was confusing its customers. The vendor, Cite, was engaged to help differentiate the brand and define clear customer value propositions.

Cite implemented a solution that used AI-enhanced data analysis to build unbiased customer personas and develop a distinct brand narrative. This provided DHL eCommerce UK with a unified brand expression, clear data-backed propositions for every audience, and the confidence to launch new targeted advertising. The project resulted in an improved customer experience across digital and campaign touchpoints.

DHL eCommerce UK