Challenges and Opportunities: The Future of Customer Retention in the Supply Chain

The world of supply chains is undergoing a paradigm shift. Rising costs, pressure on the workforce, and the ever-growing demands of customers are shaping the new image of customer experience within the industry. Traditional service models are no longer sufficient. Executives are faced with the challenge of proving return on investment, retaining customers, and maintaining the delicate balance between automation and human expertise. To gain a better understanding of how industry leaders are addressing these challenges, the DDC Group conducted a comprehensive survey among shippers, carriers, brokers, 3PLs, and technology providers. The results of this study reveal where investments are already bearing fruit, where there is still room for improvement, and which future strategies in the field of customer experience will be significant. Key insights from the survey include priorities that will provide competitive advantages and help shape a successful business in 2025. Interested parties can download the full results and recommendations in the white paper on the FreightWaves website. It offers a valuable benchmark for strategy development and illustrates how to best prepare for the future.