DECEMBER 2023 19logisticstechoutlook.comTo drive better customer experience, it's important to allow customer's track their parcel, which includes knowing when the package will arrive and whether it is securesupply chain greener. That's not easy to change the industry perspective to commit to carbon-neutral shipping by 2040. Therefore, we are investing in new technologies to make that happen. The fact is, when we talk to customers about a greener supply chain is actually tell them more about the data. Because just putting a greener vessel is not enough; we need to reduce the carbon footprint by utilizing data to understand the actual journey of a product while moving from the factory to the customer. Take steps to make that journey more efficient. Hence, we intend to make our assets greener but also to work with our customers on a greener, more sustainable end-to-end factory-to-customer supply chain.As the head of logistics, can you elaborate on some of the technical implementations that you brought forward?We always tried to make logistics more configurable by not all customized, but that can create efficiencies for our customers. That configurability only exists when you have data from all the systems that are used in the supply chain to the final outcome. Now, if you want to deliver that to customers, make sure that the data is harmonized. That's where we put a lot of effort into making sure that those systems talk to each other in a harmonized way. If there's less inventory stuck in the supply chain, the company needs less working capital, which immediately hits its bottom line result. The data harmonization is what we drive to have from source, but also to make sure that we have the connectivity through our APIs with the systems that our customers use to make sure that they either talk to vendors or they talk to their consumers.Can you explain some of the major factors that are being used to build real new platforms for the expansion of logistics and e-commerce?I think the promise of e-commerce is boundless as it allows selling anything anywhere. But it requires three main factors. The first step is marketing to identify our competitors and the needs of our customers. Second, be sure to use a supply chain to manufacture the product and introduce it to the market. The third is to ensure that your logistics are properly set up to promote conversion and retention in online sales.Because if the customer has a negative experience, like the goods are expensive to return and take 25 days to arrive, they will not order from the same company again. To ensure that customers buy, refer, and buy again, it is important to have the rights of conversion and retention in online sales. Therefore, e-commerce has limitless potential, but it requires a lot of effort.What is your advice for other senior leaders working in the logistics sector?The only piece of advice I have is to understand customer behavior. We deal with many customers on a daily basis, both internally and externally. But do we know them or their requirements in the future? For instance, the Pandemic has demonstrated to us how quickly consumer behavior has evolved or changed. Therefore, you must get that aspect right if you want to achieve the kind of steady growth you seek.
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