Amid heightened trade disruptions and significant shifts in global supply chains, agility has become a must for logistics companies seeking to better support customers as they navigate a changing landscape.
Dawn Feliciano, president and chairman of Wide Wide World Express Corporation (W Express)—formerly known as DHL Philippines Express—emphasized the importance of staying closely connected to clients during these transformative times.
“We will make every effort to support our valued customers and partners in responding to the changing marketplace,” said Dawn.
As one of the country’s pioneering logistics providers, W Express understands the vital role logistics plays in enabling business operations.
Despite external challenges, Dawn noted that W Express remains both adaptive and proactive in maintaining a robust logistics network for its clients and partners.
“This allows for the efficient movement of goods even in light of recent geopolitical activity, supply chain interruptions and economic unpredictability,” she said.
Expansion Driven by Change
Global trade disruptions have not only created challenges but also unlocked opportunities—particularly in the logistics sector.
Growth is no longer just driven by changes in global trade, but also by evolving customer behavior.
Dawn acknowledged this transformation, noting that the Philippine logistics sector is expanding, largely due to the rise of e-commerce, increased trade activity, and ongoing infrastructure development.
“This expansion is further fueled by customers’ demand for fast, dependable delivery services,” she said.
W Express aims to stay top-of-mind with its customers by going beyond profitability to focus on satisfaction.
“Financial success matters but we also recognize the need for cost-effective delivery solutions. By maintaining a fair balance between competitive pricing and high-quality service, we ensure long-term sustainability for both our business and customers,” she added.
To ensure customer satisfaction, W Express undergoes an annual process audit by SGS Philippines. In 2011, it earned the ISO 9001:2008 Quality Management System Certification.
Leadership and Inclusion
As a woman leading a logistics company in a traditionally male-dominated field, Dawn shared that gender has never been a barrier for her.
“I never felt any apprehension operating our business in a male-dominated sector. I have always focused on operating the business for customer satisfaction,” she reiterated.
Her leadership style centers on cultivating a high-performing team and fostering trust through consistency and results, regardless of gender roles or expectations.
As a local partner and affiliate of DHL Express, W Express has leveraged global expertise to stay at the forefront of innovation and service excellence.
Even as the logistics industry embraces automation and AI, W Express emphasizes the importance of human connection.
“I believe that we are the only player in the industry with a customer service team whom clients can talk to personally. Thus, making us a highly dependable service provider, in all facets of our business,” she said.
While others outsource operations to cut costs, W Express handles its core services internally. Its couriers and riders are all full-time employees, and its nationwide retail outlets are company-owned and run according to standardized, documented processes supported by digital tools.
“With all these resources, our clients are secure in having a provider who is dependable and accountable for the shipments that they entrust to us,” she added.
Looking Ahead
To maintain momentum, W Express conducts semi-annual reviews of its processes and resources to identify opportunities for continuous improvement.
“I envision W Express continuing to grow through continuous improvement and an unwavering dedication to meeting customer needs,” Dawn said.
Her leadership is rooted in her father’s founding vision: to build a business that creates livelihoods and uplifts those who work within it.
Rodolfo Feliciano founded W Express in 1971 in partnership with Mr. Guy Coombs, establishing the first courier service in the Asia Pacific region.
Today, W Express boasts more than 100 strategically located service centers nationwide, supported by a team of over 1,000 trained professionals and approximately 200 vehicles.
Over the past 50 years, W Express has made significant investments to expand its services and customer reach. These efforts are dedicated to fulfilling both inbound and outbound logistics needs.
The company’s core services include express delivery of packages—from small parcels to heavy cargo—door-to-door service, Korean visa application assistance, transport via ground, sea, and air, document authentication, and pharmaceutical delivery and collection.
