More Innovation, Lower Costs: Inside FedEx's Customer Experience Strategy

Gaining a customer is one thing. Keeping them is something else.  Chris Goossens, SVP of Customer Experience at FedEx Europe, says the key to success is not just to make a customer but to grow with the customer. But growing with customers and keeping up with increasing demand and challenges can be expensive. Many companies shy away from innovation because they see it as cost-prohibitive.  That doesn’t have to be the case. Goossens says that leveraging technology and data can help companies innovate without skyrocketing costs.  Thanks to new technology, FedEx is delivering innovative customer experiences while still reducing the cost to serve. Goossens says innovation in technology innovation and big data allows the organization to scale and provide amazing service to every customer, no matter the size or value of their shipment. *Sponsored by Calendly Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.