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Roll out the red carpet for AI’s white glove touch

Unfurl the red carpet. We are delivering excellence with every white glove touch.
Unfurl the red carpet. We are delivering excellence with every white glove touch.
04 September 2024 •

White glove deliveries are all about VIP preferential treatment—minus the red carpet, of course. Your packages are handled and transported with the highest standards of care to ensure they reach you safely and soundly.

Such meticulous care and attention in deliveries have become especially important in the modern world, with at least 71 percent of consumers expecting companies to provide personalized services today. Separately, DHL’s 2024 Global Online Shopper survey also found that 46 percent of global shoppers found long delivery times to be the most frustrating part of their online shopping journey, making the speed of delivery a major influencing factor in their decision to finalize purchases, further compounding the pressure to deliver.

It is little wonder that the white glove services market in the U.S. reached US$7.84 billion in 2022, projected to continue growing apace from US$8.78 billion (€7.98 billion) in 2023 to US$20.25 billion (€18.4 billion) in 2030.

Speed and personalization go hand in hand for the modern customer, but keeping the white gloves on can be challenging and exert significant pressure on supply chains, especially if the delivery service is performed manually.

This is where Artificial Intelligence (AI) enters the picture. AI harnesses the power of automation to augment white glove capabilities with razor-sharp precision and deliver a swift yet personalized logistics experience for customers.

White gloves from end to end

With AI on board, a sizeable portion of the pressure borne by the supply chain is lifted, enabling white glove services to execute end-to-end order fulfillment services with greater ease for a broad range of industries specializing in high-end products, including branded goods, pharmaceuticals, and even bulky items like home appliances, electronics, and furniture.

Beyond the literal white glove, white glove deliveries are about giving high-value shipments the relevant extra care that they require, be it for luxury goods, heavy goods, or medical supplies.
Beyond the literal white glove, white glove deliveries are about giving high-value shipments the relevant extra care that they require, be it for luxury goods, heavy goods, or medical supplies.

From unpacking and assembly to debris removal and post-installation walkthroughs, AI optimizes the delivery process from end to end and tailors the entire experience to each customer’s needs with pinpoint precision.

For instance, a major Italian fashion brand utilizes DHL’s white glove delivery services to ship its luxury products — including shoes, bags, apparel, and hanging garments — from its factories in Florence, Italy to its U.S.-based retail shops and customers.

Automation is deployed to configure the end-to-end business rules and carrier selection setup according to the fashion brand’s needs, ensuring that its goods are cared for at every step. Warehouse events and milestones are also recorded automatically, giving the fashion brand full visibility to track the location of its shipments.

Delivering a personal touch

Medical supplies often require special handling during deliveries, such as temperature and humidity-controlled storage, and sterilization or hygiene practices.
Medical supplies often require special handling during deliveries, such as temperature and humidity-controlled storage, and sterilization or hygiene practices.

AI’s reliability to deliver an experience meticulously tailored to its specific requirements makes the technology especially attractive for fashion brands. But apart from retail and runway, AI and automation have also been effectively deployed to personalize deliveries for other business types, including medical equipment and heavy goods.

Its personalization capabilities are rooted in the technology's ability to analyze vast sets of customer data and behavior. From here, AI identifies key market trends and determines how to tailor white-glove services to each customer’s needs. The algorithms can analyze past delivery data to project bottlenecks and chart optimized routes. In addition, they can suggest ideal scheduling times based on individual customer preferences.

More importantly, using predictive analytics and AI to monitor and mitigate risks in the supply chain. Through machine learning, logistics firms can proactively manage their operations to optimize delivery routes for their fleet, reduce fuel consumption, improve delivery times, and enhance overall operational efficiency.

In a real-time situation, AI integration offers end-to-end visibility across the supply chain, allowing customers to track their shipments, manage inventory, and receive alerts about potential disruptions. For example, DHL's SmartSensor Technology is implemented to provide real-time monitoring of shipment conditions, such as temperature and humidity, which are crucial for sensitive goods like pharmaceuticals. The data is accessible to customers, ensuring transparency and enabling immediate action if issues arise.

Platforms such as myDHLi provides real-time access to quotes, transport modes, carbon emissions, and other key shipment data. A recent update now features a generative AI assistant in the form of a 24/7 chatbot to provide customers with real-time updates on their shipment and other queries upon request.

Embroidering future white glove deliveries with AI innovations

While AI is in a constant flux of innovation, it has secured consistency in the delivery experiences tailored for different customers. Beyond route optimization and chatbots, AI is progressing toward white glove deliveries with augmented reality (AR) support, enabling customers to visualize and explore their purchases before delivery. Virtual product showcases further enhance the experience, letting customers get life-like simulations of products to help them make informed purchases.

The machine learning and deep learning capabilities of AI can also be finetuned to identify shifting customer needs more efficiently, empowering the supply chain with greater agility, faster turnarounds, and stronger supply chain resilience. According to a study by McKinsey, AI-powered forecasting can reduce supply chain errors by 20 to 50 percent.

AI’s evolution will continue to have a profound impact on white glove services. With new data insights and use cases manifesting regularly, white glove services will only continue to hone their edge as a premium, personalized delivery service.

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