Freight forwarders and customs brokers are being pushed into a sharper strategic role as customers demand more than simple execution, according to a recent research report commissioned by Magaya and conducted by Adelante SCM.
The study, which combined survey responses from 125 industry professionals with interviews at the Magaya Momentum conference, suggests the sector is being reshaped by uncertainty, higher service expectations and a growing reliance on digital tools. Rather ...
Continue Reading This Article
Enjoy this article as well as all of our content, including reports, news, tips and more.
By registering or signing into your SRM Today account, you agree to SRM Today's Terms of Use and consent to the processing of your personal information as described in our Privacy Policy.
than judging providers purely on whether shipments move on time, customers increasingly want visibility, quick answers, integrated data and advice that helps them make better decisions.
Jorge Zachrisson, chief executive and founder of FlexCargo International, said customers were looking for partners that could help improve decision-making, while Kelly Brown of FORE+AFT described a model in which her firm and a key client share data and coordinate processes to improve efficiency on both sides. Smaller operators are also leaning into service as a differentiator: Marco Gutierrez, founder of Marco Polo Freight Forwarding, said close support can be especially valuable for customers handling exports for the first time.
The research also points to a clear technology gap. Only around a quarter of respondents described their organisations as highly digitally integrated, even as respondents repeatedly identified connectivity as a critical advantage. One survey participant said the winners would be defined by their ability to achieve true digital integration.
That finding echoes a separate Descartes Systems Group study, which found that 67% of freight forwarders and customs brokers see technology as fundamental to growth, while 55% say implementing new technologies is among their top strategies. Descartes said the main pressures facing the sector include global instability, tariff changes and pricing pressure from customers, with automation and AI emerging as key tools for improving efficiency, compliance agility and profitability.
Taken together, the two reports suggest the same conclusion: the next phase of competition in freight forwarding and customs brokerage will be shaped less by operational fulfilment alone and more by how well firms combine service, data and technology into a more strategic offering.
Source: Noah Wire Services
