AI seen as path to higher margins and better service in freight forwarding

Erik Muttersbach, founder of AI software company Zauber, told freight forwarders that AI should be used to capture lost gross profit and deliver more tailored customer service rather than merely improve productivity.

He said AI could transform the industry into a higher‑value, higher‑margin business over the next three to five years, with the first financial impacts expected in earnings before interest and taxes, shipment volumes and customer retention next year, and highlighted opportunities such as charging for waiting time, better demurrage and detention management, and improved allocation using earlier inbound volume visibility.