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VIRTUAL DISCUSSION

The strength of CX in Logistics

Navigating volatility through insight-led customer communication: What logistics leaders can control when disruption hits

 

In logistics, disruption is no longer the exception. From geopolitical instability and tariff changes to capacity pressures, shifting demand and rising customer expectations, service providers are operating in a market where volatility has become part of the day-to-day.

But while logistics leaders cannot control every external disruption, they can control how customers experience it.

 

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David O. King

Strategic Advisor for Supply Chain Logistics

David O. King is a Strategic Advisor for Supply Chain Logistics with more than 20 years of experience helping companies navigate complexity across global transportation, commercial strategy, and logistics transformation. He has held senior leadership roles across the airline cargo, ocean shipping, and freight forwarding sectors, and is known for helping organizations improve resilience, performance, and customer value in rapidly changing market conditions.  

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James Ward

CEO, Clientshare

Prior to founding Clientshare, James held a senior leadership role at Xerox, where he led the UK’s financial and professional services sector. Managing a team of 500 and working closely with major banks and corporate firms, he gained deep insights into the complexities of client relationships and the critical need for structured, value-driven engagement. James is a recognised voice in the industry, regularly speaking on customer retention, supplier-client engagement and the role of technology in improving business relationships.

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KEY TAKEAWAYS

Communication is now a commercial capability

 

Learn why insight-led customer communication is becoming critical to retention, trust and growth in logistics.

Visibility gaps create hidden customer risk

 

Explore how fragmented processes, missed feedback and inconsistent follow-up can expose strategic accounts to risk.

 

The right message needs to reach the right people

 

Discover why timely, relevant communication across key stakeholders can help suppliers build confidence during disruption.