As we consider what will impact air cargo in 2016, there are many things to consider, some to assume but none to be certain about. These elements include whether capacity increases will continue to outpace volume gains, if the worldwide economy can overcome the factors suppressing growth in emerging and developed markets, how fluctuations in national currencies will affect global trade, and if a security-related crisis forcing profound change in our business is looming in the next news bulletin.
A question that intrigues me arises where two of the industry’s long-standing concerns meet: How will our inevitable adoption of technology advancements affect the drive for the best customer service? While there is a vast amount of high-quality supply chain data available, and more and better ways to distribute it, there’s a risk involved in a strictly electronic model of customer interaction.
In air cargo, it remains true that the majority of business is earned because of personal connections and relationships. People like to do business with people they like. But these same folks are constantly upgrading to the newest cutting-edge electronic devices. When they do, they want to use these tools for more than streaming movies and connecting with their families — they want to use technology to do their jobs better.
This question goes beyond increasing e-AWB (Air Waybill) percentages and the push toward “paperless” freight: the speed and cost benefits of this effort are obvious. Also, more accurate information flowing faster to customers increases our industry’s competitiveness and the value we provide. But technology is not the panacea for everything that ails air cargo. Shippers, forwarders and carriers must connect deeply on a human level so we can best support each other and our industry.
Jan Krems, President, United Cargo