How FedEx Uses AI to Deliver Visibility, Control, and Peace of Mind

FedEx moves 18 million packages every day, but customers shouldn’t have to feel the complexity behind any of them.

With AI and two petabytes of daily data, FedEx can anticipate potential problems and give customers what matters most: greater visibility, control, and peace of mind.

This week on The Modern Customer Podcast, Neil Gibson, Senior Vice President of Global Customer Experience at FedEx, joins me to talk about how FedEx is using AI, data, and digital experiences to create a simpler, more predictable customer experience.

By applying AI to its data, FedEx can predict delivery windows more accurately, anticipate potential disruptions, and help take action before problems reach the customer.

Neil leads 11,000 customer experience team members supporting more than 500,000 customer transactions every day. Across the customer journey, FedEx measures everything from pickup and delivery reliability to problem resolution, while empowering employees to take ownership when customers need help.

Key Highlights From Our Conversation

• How FedEx uses AI and data to improve visibility and predict potential problems
• How digital experiences can reduce customer effort
• How FedEx measures customer experience across the entire journey
• Why culture and accountability matter when delivering CX at scale
• Why employee ownership still matters in a technology-driven experience

Listen to the full episode for an inside look at how FedEx is using AI to turn massive operational complexity into a simpler customer experience.

🎧 Listen to the full episode of The Modern Customer Podcast. Stream now on Apple Podcasts, Spotify or your favorite podcast platform.