DIGITAL TRANSFORMATION IN LOGISTICS CUSTOMER SERVICE OF INTERNATIONAL TRANSPORT ENTERPRISES
DOI:
https://doi.org/10.26408/138.01Keywords:
e-logistics, logistics customer service, international transportAbstract
The article examines the impact of digital transformation on logistics customer service in international transport enterprises within the framework of Economy 4.0. A qualitative approach was applied, drawing on a systematic review of 16 peer-reviewed scientific publications and 9 major industry and company reports, complemented by an illustrative examples analysis of Uber Freight, DHL, DB Schenker, and Trans.eu. Findings show that automation, AI, data analytics, and digital interfaces enhance service by enabling personalization, continuous tracking, faster communication, and higher customer satisfaction. Benefits include efficient shipment handling, operational clarity, and responsiveness. However, challenges remain, such as uneven technology adoption and limited data access. The study concludes that digital transformation requires not only technological investment but also organizational change, workforce upskilling, and a customer-focused strategy. It identifies key technologies and provides a comparative analysis of digital platforms. This also addresses the digital transformation in logistics customer service of international transport enterprises, combining interdisciplinary research in the fields of management and quality science with perspectives from economics and finance.
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Copyright (c) 2026 Daniel Tokarski
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