FedEx, according to its annual report for 2023, has revealed how delivery giant is utilizing investment in technology to enhance customer experience.
Robert B Carter is the Chief Information Officer of FedEx Corporation. He is a member of the six-person Executive Committee, which plans and executes the strategic business activities. Robert Carter serves as Co-President & Co-CEO of FedEx Services, the shared service entity responsible for Sales, Marketing, Information Technology and Customer Service.
Recently, FedEx has made an investment in AI robotics and autonomous technology company Nimble to scale up the delivery giant’s Fulfillment unit which aids small and medium-sized businesses in fulfilling orders and managing inventory.
FedEx said the investment would help streamline its supply chain capabilities across North America, through Nimble’s automated third-party logistics solutions.
“Our strategic alliance and financial investment with Nimble expands our footprint in the e-commerce space, helping to further scale our FedEx Fulfillment offering across North America,” said Scott Temple, FedEx Supply Chain president.
Technology Innovation
Federal Express aims at maximizing the use of existing U.S. surface facilities through Network 2.0. Many facilities utilize automated unloading and sorting technology to streamline the handling of packages daily. This technology includes a yard management system in many facilities which interacts with GPS tags on trailers to automatically notify the control – 6 – center when a trailer arrives and departs.
Federal Express is testing autonomous, driverless technologies in the handling of large, non-conveyable packages, as well as artificial intelligence-enabled robotic product sortation systems to sort small packages.
During the third quarter of 2024, Federal Express leveraged the power of our digital insights and predictive capabilities through FedEx Dataworks to proactively divert storm-bound volumes during severe winter weather.
Federal Express offers service providers advanced route optimization technology supported by the capabilities of FedEx Dataworks that includes near real-time data that service providers may use to plan efficient delivery routes and vehicle mix.
During 2024, Federal Express continued to advance information technology transition from traditional mainframe computing to cloud-based systems, which is delivering significant benefits in terms of flexibility, security, speed to market, and resiliency.
The tracking capability within FedEx Tracking provides customers with a consolidated view of inbound and outbound shipments. Additionally, an advanced machine learning and artificial intelligence model developed by FedEx Dataworks has enhanced tracking capabilities on fedex.com, delivering estimated delivery date accuracy, including updates for early or delayed shipments.
FedEx Virtual Assistant on fedex.com is an artificial-intelligence-enabled service that provides answers to customer shipping questions, allowing our customer service representatives and sales professionals to focus on higher-value customer interactions.
SenseAware Mobile, a FedEx innovation available in 130 countries, allows customers to stay connected to their critical shipments by providing real-time updates regarding current location, precise temperature, relative humidity, barometric pressure readings, light exposure, shock events, tilt beyond a certain angle, and healthcare subsampling.
FedEx SenseAware ID is a lightweight sensor-based logistics device that delivers a new level of precision tracking. The location visibility provided by FedEx SenseAware ID is creating opportunities for FedEx customers to reimagine their supply chains through real-time updates on a package’s location within the Federal Express network.
FedEx is expanding access to FedEx SenseAware ID and plans to eventually make FedEx SenseAware ID available for a broad range of premium Federal Express services. The FedEx Mobile app provides convenience for recipients to track packages and access FedEx Delivery Manager to customize home deliveries.
Shippers can easily get rates and estimated delivery times and swiftly create a shipping label. All users can quickly find the nearest FedEx location for Hold at Location or drop-off. It is available on Android and Apple devices. The FedEx Mobile app has expanded to more than 220 countries and territories and 40 languages.
FedEx Surround Select visibility platform allows customers to view and manage shipments in one place. The tool provides global visibility into shipments with package-level insights in near real-time. Advanced features include predictive delay notifications, weather advisories, and customizable views and reports.
In January 2024, FedEx announced fdx, a data-driven commerce platform that connects the customer journey. Enabled by FedEx Dataworks, fdx will help merchants make more strategic logistics decisions from point of demand to delivery and returns. The fdx platform is currently available as a private preview upon request, with the official launch planned for the second quarter of 2025.
In 2022, Federal Express announced a contract with Salesforce, the # AI CRM provider, to integrate Salesforce Commerce Cloud and Salesforce Order Management with innovative capabilities from FedEx and ShopRunner.
In 2023, FedEx and FourKites announced an alliance to provide businesses with real-time supply chain visibility capabilities. In 2023, Federal Express announced an alliance with Cart.com to create integrated solutions that help address some of the biggest e-commerce challenges.
FedEx is exploring the use of autonomous delivery technology within its operations. In 2022, it inked a multi-phase agreement to test Nuro’s autonomous delivery vehicle within FedEx operations.
In 2022, Federal Express began a pilot program with Aurora Innovation and PACCAR to test Aurora’s autonomous driving technology in PACCAR autonomous vehicle platform-equipped trucks within FedEx linehaul operations.
Federal Express is also developing plans to test Elroy Air’s autonomous air cargo system within the company’s middle-mile logistics operations, moving shipments between sortation locations.
