Nick Forward

Nick has worked at FedEx for the past 15 years across various Marketing functions. Starting out in business analytics, he then moved into program management, including working on the planning and execution of the €4.4bn integration with TNT. For the past 2 years, he has been busy establishing the CX Powerhouse; a journey management practice putting data, service design and customer-centricity at the forefront of decision-making and prioritization. He finds the journey management field fascinating in its potential to allow us to make much better decisions for both our customers and the business. He draws on his previous project management background to focus on how we can turn CX opportunities into reality in a large-scale multinational corporation. British-born, Nick has spent his working life abroad; first in Germany and for the past 9 years in the Netherlands, where he is based at the FedEx European headquarters. He's also a keen runner, although since having kids he's left his half marathon days behind him.