2020 has provided a pull-forward acceleration of existing digital trends affecting consumer behavior, organizations selling products, and logistics providers serving the overall market. The expectation for order visibility in the direct-to-consumer market continues to drive the import/export market to enhance technology, allowing for true visibility and flexibility to make shipping and inventory decisions possible in real time.
Data needs to contain predictive analytics, real-time movement status, and post-shipment analysis tying back to the original predictions. Offering customers those tools is why we continue to invest heavily in technology. We believe that the best future ROI will come from developing many technologies that are fully integrated.
While offering digital options to customers is important, what goes on behind the scenes is what differentiates logistics organizations as providers of lasting value. Much of it hinges on the ability to integrate multiple business divisions, technologies, and geographies in a way that offers the customer a seamless experience. Some processes are best automated using “bots,” while others still require the capability and knowledge provided by team members within the market.
We believe that deeply understanding the limit where technology gives way to experience is vital to helping customers serve their markets and deliver superior financial results. Real value is created in multi-faceted client consultations that go beyond the data, helping them make the right decisions and opening doors on the ground when a screen says they are shut.
Logistics remains a hands-on business, even if those hands are on a keyboard. The constant forces pushing supply chain forecasts off track will not vanish due to expanded digital utilization. Constant collaboration will be one key to longer-term success. Earning the trust and respect of your customer must be achieved with or without contracts. Performance and value should be the drivers every day.