Customer service within the supply chain has evolved from a cost centre into a true source of competitive advantage. Now in its third year, The DDC Group’s Supply Chain Customer Experience Report draws on insights from more than 250 senior logistics and transport leaders across the UK, Europe, and North America. As a long-standing business process partner to the global logistics sector, DDC tracks how expectations are shifting — and how they influence efficiency, profitability, and brand loyalty.
Customer experience comes of age
Logistics organisations are no longer treating customer experience (CX) as a back-office task. It has become a key driver of resilience, retention, and growth. The proportion of companies offering round-the-clock live support has risen sharply from 38% in 2023 to 69% in 2025 — making “always-on” responsiveness the new baseline for operations that never stop.
Balancing technology and human touch
This new CX model blends automation with human skill. AI and chatbots handle routine queries, while trained agents resolve complex, high-touch interactions that build trust and loyalty. The Human + AI approach enables organisations to manage rising volumes and cost pressures without compromising quality or empathy. Those investing in hybrid models report faster response times, stronger satisfaction, and greater operational resilience.
From satisfaction to retention
The industry’s focus has also matured from satisfaction to retention. Ninety per cent of organisations now report measurable ROI from CX initiatives that prioritise long-term loyalty and lifetime value. Across the UK and Europe, this marks a strategic turning point: businesses embedding CX metrics into commercial decisions are seeing tangible financial gains — from contract renewals to advocacy.
Customer experience has become the new differentiator in logistics. Those who balance advanced technology with human expertise will set the standard for exceptional service in global supply chains.
Read the full 2025 Supply Chain CX Report from The DDC Group here.
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