The DDC Group：2025年供应链领域客户体验趋势报告（英文版）（15页）.pdf

1、2025 Trends in the Supply Chain The DDC Group surveyed hundreds of supply chain professionals to benchmark their customer service strategies and outcomes.Respondents represented shippers,carriers,third-party logistics providers,freight brokers,and technology providers across executive,operations,and

2、 front-line customer experience(CX)roles.The survey asked about support channel usage,customer-service operations,technology adoption,performance metrics,improvement priorities,future plans,and more.Over the past three years,the industry has shifted from viewing customer service as a transactional,c

3、ost-focused function to recognizing it as a critical differentiator.Service leaders are now measuring outcomes more rigorously,focusing on proving the return on investment(ROI)of service operations,and extending availability to meet customers whenever and wherever needed.At the same time,rising cust

4、omer expectations have become the biggest challenge for service leaders,while staffing costs and turnover remain high.The early enthusiasm for artificial intelligence(AI),automation,and digital channels has evolved into a more cautious,measured approach,with a stronger focus on retention,personaliza

5、tion,and stability.Survey responses were analyzed to identify year-over-year trends.This provides insights into where the industry has gained,slowed,and where customer service leaders must focus next to build adaptive,high-performing operations.About This Study Key FindingsThe integration of automat

6、ion and human expertise transformed service,creating more responsive,scalable customer experiences.Customer expectations skyrocketed from 67%in 2024 to 85%in 2025,outpacing investments in technology and staffing.By 2025,customer retention became the leading KPI,replacing satisfaction,as businesses f