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Editor’s Note: The following is an excerpt of a research report published last week, “Focus on Customer Experience: Research on Supply Chain Priorities and Investments.”
Before Tracy Rosser held his current position of EVP of Operations at Transplace (a Talking Logistics sponsor), he was senior vice president of transportation and
Should companies put customers or employees at the center of their universe? There are two competing thoughts on this question, as illustrated by Jeff Bezos
We just finished our conference, Descartes Evolution 2019, where the theme was Transforming the Customer Experience. I reflected on a session where our customer explained how they were transforming the customer experience in a unique way in logistics: by extending the planning horizon. The retailer significantly improved its ability to complete repairs on the first visit, and correspondingly cut overall response time, by providing better schedule visibility to technicians in advance of actual service dates.
Last week, at the Four Seasons resort in Orlando, I attended a meeting organized by a leading logistics service provider for its sales executives. I