The evolution of customer experience in logistics

At that time, they announced FedEx Surround, the first FedEx customer-facing offering built using Azure, which FedEx made available in December 2020. FedEx Surround uses AI, machine learning and analytics to proactively monitor the risks (like weather disruptions and traffic delays) to packages along a delivery route. Today, officials said FedEx’s data integration with Dynamics 365 Intelligent Order Management will be available to U.S.-based customers in the second half of 2022. Dynamics 365 Intelligent Order Management uses data and AI to create an order management app that can integrate with ERP and CRM systems. By leveraging historical data, machine learning algorithms, and artificial intelligence, logistics companies can anticipate demand patterns and allocate resources accordingly, optimise routes, and streamline operations. This enhances efficiency and enables better resource allocation, reducing delays and improving overall customer satisfaction.

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With the advent of increase in customer satisfaction for ecommerce players, third party logistics service providers have taken the industry from mere transportation services to fully integrated service providers, strongly supported by technology. The Indian logistics sector has become more predictable and reliable with technology intervention at all layers of delivery. The introduction of apps and GPS fastens booking for service, provides vehicle tracking and enables real-time update of the shipment.

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For this purpose, intra-city logistics will play an important role by offering 24/7 service, and also by catering to special logistics like a cold chain and direct delivery network. The growth of e-commerce has also given rise to newer models in last mile delivery segment, as it demands payment mechanisms to process cash on delivery, reverse logistics for returns and distribution channels for smaller parcels. In various sectors, firms exhibiting advanced levels of customer experience maturity tend to observe substantial improvements in their financial performance. Drawing from our broad project portfolio spanning diverse industries, these companies can slash their expenses by as much as 25 per cent compared to counterparts lacking customer experience maturity.

Third party logistics service providers are increasing transparency in their supply chain by bringing in more visibility and providing real-time updates at each stage of the shipment’s life cycle. Most ecommerce players are today outsourcing their logistics operations to third party service providers to avoid losing focus on the core areas of customer acquisition, retention and satisfaction. The “last mile” which is the final delivery to the consumer—is gaining increasing prominence in the overall logistics set-up. Large e-commerce players as well as third party logistics service providers have identified last-mile services as a key differentiator in customer satisfaction. Moreover e-commerce players are increasingly witnessing a rising increase in express delivery, next day delivery or two day delivery. The new-age consumer clearly values the variety of delivery options, delivery time taken and perceived quality of the delivery service directly impacting an e-commerce players’ success.

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“Customers nowadays require enhanced flexibility and increased visibility into their supply chains, so we’re introducing business-intelligence tools and integrating with customers’ systems. Changing customer expectations, increasing cost, and other factors are putting pressure on logistics and transportation providers to innovate and achieve a fully digital supply chain. Direct deliveriesThe executive went on to say that the agent’s customer-centric approach provides innovative solutions and sets benchmarks in air cargo handling.

For a business like BPL, which has a global reach through its partnership with Panalpina, this requires additional special attention, as it’s “impossible to shoehorn every customer into a fixed service offering without understanding their needs”, says Thoresson. Thoresson believes that while client engagement should be comprehensive, the administrative side needs to be simple and as automated as possible, to allow client engagement to remain problem-free throughout the transaction. BPL has a dedicated administrative structure that includes sales, servicing and key account-management staff who specifically address customer engagement from the initial sales process to managing an ongoing relationship and providing value-added services.

The 24/7 aviation logistics service covers a full range of critical aviation logistics solutions including multimodal freight by air and road, as well as time-critical shipping and handling of high-value and dangerous goods, and oversized cargo. The service also encompasses customs brokerage and cargo insurance, door-to-door deliveries, and real-time shipment visibility via the company’s Transport Management System (TMS). The service will operate across more than 90 countries in Europe, Americas, Asia-Pacific, Middle East, and Africa through strong partnerships with WCA and IATA agent networks. A recent survey of over 31,000 consumers worldwide revealed a growing expectation for rapid delivery, with 41% hoping for their orders within 24 hours and another 24% within just two hours.

The launch of the warehouse complements DP World’s broader expansion initiatives across the Americas, reinforcing its mission to deliver end-to-end supply chain solutions for a diverse range of industries. By extending its network of freight forwarding and warehousing facilities, DP World continues to empower customers with innovative, cost-effective, and secure logistics services worldwide. Designing this new service, FL Technics has made significant investments in talent, technology, and processes.

• This software addresses the myriad of factors affecting delivery, from vehicle capacity and traffic to the specific requirements of the cargo, ensuring efficiency and punctuality.
• Capturing that revenue will require automakers to create a differentiated experience for passengers through new vehicle features and in-car services.
• FL Technics granted Part-CAMO Certification for Airbus A350, ATR 42/72FL Technics has been granted the extended Part-CAMO (Continuing Airworthiness Management Organization) certificate, enabling it to additionally manage Airbus A350 and ATR 42/72 aircraft types.
• Let’s explore three technologies that help retail businesses optimize their logistics and create a delightful customer experience.
• Microsoft and FedEx today went public with more about the next phase of their multiyear partnership, which they first announced in 2020.
• It could also help in creating new services to match changes in the auto market as semi-autonomous and fully autonomous technologies start to take hold.

Retail Week Indicator reviewed delivery and return propositions across 176 UK retailers to evaluate whether their fulfilment offers meet today’s customers’ increased expectations of ease and convenience. Customer service was also assessed, from the number of communication channels to live-chat offers and response times. If you have a current Retail Week subscription, log in now to see the top 10 digital retailers in the UK for logistics and customer services and to explore the trends in this area. In the Americas, DP World operates with a team of over 16,000 people across 12 countries, driving excellence through a robust network of 14 ports and terminals and more than 40 warehouses. By harnessing our global reach and local expertise, we simplify logistics, enhance operational performance, and redefine the boundaries of what’s possible in global trade. The operations teams focus on the “doing” and communicating with customers on how the shipment process is unfolding and what joint decisions need to be made to achieve efficiency, Thoresson explains.

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Located a few miles from Miami International Airport, the warehouse will be a Transportation Security Administration (TSA) Certified Cargo Screening Facility (CCSF), which screens cargo before it’s transported by air. The warehouse is equipped with robust security measures, including 24/7 surveillance, screening checkpoints, and TSA-certified employees. Continuing airworthiness management includes a range of tasks such as managing the Aircraft Maintenance Programme, overseeing mandatory airworthiness data, maintaining records, and more. To achieve this capability extension, FL Technics undertook all the necessary steps, including organising specific training sessions and passing the regulatory audit.

Additionally, the company helps with data collection and analysis for fleet management services, and in-car and mobile apps for mapping and navigation. In the end, tailoring technology to meet specific logistical challenges while prioritizing customer privacy enables retailers to provide a secure, transparent service aligned with the expectations of today’s consumers. This is why adopting security standards like ISO/IEC ensures that retailers not only secure customer information but also align with international best practices in data security. In the retail world, apart from product price and selection, I find that customer experience is the single most powerful determinant for repeat purchases. Given that more and more customers are shopping from the comfort of their homes, it is often the delivery experience that becomes the first in-person experience with the brand. This is why logistics fulfillment becomes the engine that makes sure every touchpoint of the customer journey is smooth and memorable.

With this in mind, ecommerce players are working with increasing zeal to offer the best customer experience possible, especially by improving delivery times. Express delivery is a big opportunity for all e-commerce players to improve their customer satisfaction level, but this requires a high degree of sophistication in the logistics operations. The evolution of customer experience in logistics is inseparable from the rapid integration of technology into the industry. Real-time visibility, predictive analytics, automation, enhanced communication, and customisation have collectively transformed how customers interact with logistics services. The result is a more efficient, transparent, and customer-centric supply chain that meets and exceeds today’s consumers’ expectations. As technology advances, the logistics industry will undoubtedly witness further innovations, shaping an even more seamless and satisfying customer experience in the years to come.