As the aviation and air cargo industries evolve, a customer-centric approach is at the heart of developments, unlocking new horizons and ensuring that airlines and cargo operators not only cope with the rising demands but also foster loyalty and satisfaction among their clientele.
“In today’s competitive landscape, customer satisfaction is paramount. We must strive to exceed expectations through collaboration and innovation,” Satish Lakkaraju, Chairman of the Event Management Task Pillar at Air Cargo Forum India, stated.
“Exporters are looking for reliable and efficient logistics solutions that can help them compete in the global market. Collaboration among industry players is crucial to achieving this,” Ajay Sahai, the Director General & CEO of the Federation of Indian Export Organisations (FIEO), emphasised.
Integrating Multimodal Transport Solutions
Tia Bhaduri Mohan, Director of Ocean and Air Transport Planning at Electrolux, shared her experiences of the importance of integrating multimodal transport solutions to meet the dynamic needs of customers: “Our customers expect flexibility and speed. By effectively combining ocean and air transport, we can offer solutions that balance cost and efficiency.”
Alok Kumar Singh, Director of Global Logistics at VVDN Technologies, focused on the role of technology in enhancing logistics operations, discussing how the company leverages advanced technologies like IoT, AI, and blockchain to improve supply chain visibility and efficiency: “Technology is a key enabler in meeting customer expectations. It allows us to provide real-time tracking, predictive analytics, and improved transparency.”
Aram Lee, Country Head of Samsung SDS, continued by emphasising the importance of data and analytics in understanding and anticipating customer needs: “Data-driven insights help us predict demand, manage inventory, and improve delivery times, ensuring we meet and exceed customer expectations.”
Ramesh Mamidala, Head Cargo Commercial at Air India, provided an airline perspective: “Our focus is on providing reliable and efficient cargo services that align with the expectations of our customers. Collaboration with other stakeholders is key to achieving this.”
