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. 

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Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.