Rising costs, workforce pressures, and surging customer demands are reshaping the supply chain customer experience. Traditional service models are no longer enough — executives now face the challenge of proving ROI, retaining customers, and balancing automation with human expertise.
To uncover how leaders are adapting, The DDC Group surveyed hundreds of shippers, carriers, brokers, 3PLs, and technology providers across roles and industries. The results reveal where investments are paying off, where gaps remain, and what’s next for CX strategies.
Key findings include:
- 90% of organizations now measure ROI from CX operations
- Retention has overtaken satisfaction as the top KPI
- 24/7 support has shifted from premium to baseline
- AI + human collaboration is reshaping customer interactions
Download now to benchmark your strategy and identify the priorities driving competitive advantage in 2025.
