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The Digital Revolution: How Connected Digital Innovations Are Transforming Your Industry, Company, and Career by Inder Sidhu

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10. Customer Experience: Happier Than Ever*

* For their guidance with this chapter, I am grateful to Professor Peter Fader of the Wharton School at the University of Pennsylvania and Co-Director of the Wharton Customer Analytics Initiative; Ed Jimenez, Director of the Customer Experience Practice at Cisco; and Carlos Dominguez, President of Sprinklr, a leader in customer engagement through social media management.

While every parcel matters to shipping giant FedEx, some shipments receive a bit more time and care than others. Take the bundle of crates shipped via FedEx from the Museum of the Rockies in Bozeman, Montana, to the Smithsonian Institution’s National Museum of Natural History in Washington, D.C., in April 2014.

Their travel time point-to-point? ...

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