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Customers have high expectations in their transaction experiences that do not end with the purchase. Today’s empowered and convenience-focused consumers want easy returns, and FedEx is on a mission to make that a reality using AI as a tool to improve the experience. Join Shelley and Jason Brenner, Senior Vice President Digital Portfolio at FedEx as they delve into the fascinating world of returns logistics and how the process has evolved. Jason says consumer familiarity with ‘no box, no label’ returns jumped from 37 percent to 48 percent in just one year. He attributes the increase to consumers’ perceived value around the experience. “Nearly half of U.S. customers say they're now familiar with ‘no box, no label’ returns and the usage continues to increase year over year; the reason is that once shoppers try it, they understand how convenient and how low stress it can be,” he adds. Their conversation deconstructs shipping logistics and reveals why confidence comes from predictability and visibility that is grounded in a simple UX supported by reliable communications with thoughtful updates throughout the post-purchase journey. As with any customer service, trust, reducing stress and anxiety and managing expectations are crucial. Listen and learn how this iconic logistics organization continues to push the envelope to deliver better customer experiences.
Special Guest: Jason Brenner, Senior Vice President Digital Portfolio, FedEx
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