Managing by Details, Not Averages: Allegro’s Customer Experience Philosophy by Jakub Kłoczewiak
Welcome to Episode 4 of “Unpacking Success”, the DHL eCommerce podcast with CEO Pablo Ciano. In this episode, Pablo sits down with Jakub Kłoczewiak, COO of Allegro, one of Central Europe’s leading e-commerce platforms, to explore the world of e-commerce logistics, customer experience, and innovation.Jakub shares how his early career in customer service shaped his approach to operations, and how Allegro goes beyond averages to truly understand the voice of the customer. He explains how the company maps the full customer journey, from account setup to delivery, and how international expansion requires adapting to different buyer behaviors in each market. They also discuss the future of AI in e-commerce, including how “seller assistants” could help merchants respond faster and smarter to consumer needs, and the growing role of re-commerce as customers demand both sustainability and value.
Listen to the full episode to gain practical insights on customer-centric innovation, logistics, and scaling e-commerce globally.
Timestamps:
00:00 – Welcome & Introduction
01:10 – From Customer Service to COO
Jakub’s Career Journey
04:20 – Customer Experience Beyond the Numbers
Turning NPS Detractors into Promoters
07:45 – Mapping the Full Customer Journey
Touchpoints from Onboarding to Delivery
11:30 – Balancing Buyer and Seller Needs on the Platform
15:20 – International Expansion
Lessons from Poland to Czechia, Hungary & Slovakia
19:05 – AI in E-commerce
The Rise of Seller and Consumer Assistants
23:15 – Re-commerce & Sustainability
Meeting the Demands of Modern Consumers
27:00 – Future of E-commerce & Closing Reflections
More information: https://www.dhl.com/global-en/microsites/ec/ecommerce-insights/about-dhl-ecommerce.html
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About this channel:
Welcome to the official YouTube channel of DHL, the global market leader in the logistics industry and The Logistics Company for the world. In our videos, we guide you through our work space and show you moments of achievement and innovation with our partners. Hit the subscribe button now, stay up to date, and gain exclusive insights.
About this podcast:
Unpacking Success is the podcast that delivers more than parcels. Hosted by DHL eCommerce CEO Pablo Ciano, we go beyond the bottom line to uncover the real stories behind e-commerce’s biggest wins (and the lessons from failures too). From scrappy bedroom startups to boardroom icons, guests share bold ideas, honest insights, and advice you’ll wish came with your last online order. Whether you’re building your first business or just love logistics gossip, this is your backstage pass to the people moving e-commerce forward, one box at a time. Receive SMS online on sms24.me
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