#customer-experience
(11 articles)Norfolk Southern Shifts Intermodal Strategy From Cost to Customer Experience
Norfolk Southern is repositioning its intermodal business to compete on service quality and customer experience rather than price alone. The railroad's vice president of Automotive & Intermodal Market
Gen Z Demands Full Shipment Explainability, Here's Why
The article highlights an emerging consumer expectation that transcends traditional tracking: younger consumers will demand not just location data, but full explainability of why their shipments took
Lean Solutions Acquires SupportZebra to Expand AI Outsourcing
Lean Solutions Group (LSG) has acquired SupportZebra, a Philippines-based business process outsourcing firm with 1,300 employees across the Philippines and Mexico, significantly expanding LSG's workfo
ESL Launches Self-Service Digital Platform for Modern Logistics
ESL has unveiled a new digital customer self-service platform designed to modernize operations within the logistics sector. This technology-driven initiative represents a broader industry shift toward
Final Mile Success Starts with Customer Experience Strategy
Maersk has published strategic insights highlighting a fundamental shift in how logistics companies should approach final mile delivery, not as a purely operational problem, but as a customer experien
Last-Mile Costs Surge 12% for Second Consecutive Year
Last-mile delivery costs continue their steep climb, with median expenses rising 12% in 2026, matching the prior year's increase and signaling a structural shift rather than a cyclical anomaly. FarEye
4 Last-Mile Delivery Performance Strategies from DHL
DHL's guidance on last-mile delivery performance addresses one of supply chain's most persistent operational challenges. The "last mile", final delivery to customers, typically accounts for 50-60% of
Saia Launches 10 AM Delivery Guarantee With Enhanced Tracking
Saia, a leading less-than-truckload (LTL) carrier, has introduced a new guaranteed 10 AM delivery service paired with enhanced supply chain visibility features. This development represents a competiti
Maersk Bets Vertical Integration Wins Last-Mile Delivery
Maersk is strategically repositioning last-mile delivery from a cost center to a data intelligence engine by vertically integrating its North American operations across ocean freight, ground transport
FedEx Freight Spin-Off Drives Customer Experience Improvements
FedEx Freight has reported positive customer experience metrics in the period following its spin-off from FedEx Corporation, signaling that organizational independence may be delivering operational be
Saia Launches REV Initiative to Accelerate LTL Transit Times
Saia has launched REV (Rapid, Expanded, Visible), a comprehensive network optimization initiative designed to address evolving shipper expectations around speed, predictability, and transparency in le