The CX Powerhouse — Where Design Meets Delivery

The Purple Promise is embedded as a key foundation of FedEx and means “making every customer experience outstanding.” Yet, despite our best efforts, we were struggling to move the needle on some key CX topics.

We therefore made a shift to embrace journey management through an approach we call the CX Powerhouse. A single home bringing together journey managers, service designers, UX researchers, data analysts, project leads, cross-functional SMEs and business leadership, with one goal: creating outstanding customer experiences.

Design and delivery is the key theme. We don't just define the problem and the solutions, we bring the business drive to turn them into implemented value.

Eighteen months in: what worked in Europe, what we'd do differently, and what it takes to go from regional success to adoption across a large-scale enterprise.