FedEx CX leader Neil Gibson reflects on founder Fred Smith’s vision and how it continues to shape customer experience. FedEx CX leader Neil Gibson reflects on founder Fred Smith’s vision and how it continues to shape customer experience. Neil Gibson: Customers’ expectations are constantly changing — and increasingly, they want digital-first experiences. It’s a FedEx methodology that originated with Fred Smith’s military background and focuses on improving quality, customer satisfaction, and cost all at once. Can you share examples of how incremental improvements have come from applying QDM day to day?