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Digitalization and Customer Service

“We differentiate on service”

This survey of over 70 logistics providers explores how logistics professionals see freight digitalization in five years, its impact on customer service differentiation, and why personal banking and freight are eerily similar. Including…

  • What service differentiation will look like in 5 years.
  • All results from survey, plus in-depth interviews.
  • Several freight digitalization myths taken to the test.

We asked over 70 forwarders what service differentiation in logistics means today and how that’s changing. Their responses touch on how our daily engagements with customer support through chat, email, and artificial intelligence, are shaping shipper expectations of customer service.