Most supply chain teams can see when a shipment is late. The harder part is knowing what to do next and having the ability to act before the delay turns into a bigger problem.

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That gap shows up clearly in a new report from FedEx. In its first-ever Future of Logistics Intelligence Report, FedEx found that only 18% of organizations say their teams are always able to step in and minimize the impact when shipments are delayed.

The finding highlights a disconnect many operators recognize. End-to-end shipment tracking has become common, but turning that visibility into timely action remains difficult. According to the report, 97% of leaders agree that visibility alone is no longer enough to stay competitive.

“Many organizations can see what’s happening in their supply chains, but leaders in the space can predict and act fast enough when it matters most,” said Jason Brenner, Senior Vice President, Digital Portfolio at FedEx. “Closing the gap with logistics intelligence, supported by analytics, AI and close partnerships with your carrier, will help organizations move from reacting to disruptions to anticipating them, minimizing impact and delivering a leading customer experience.”

FedEx surveyed 700 senior leaders across logistics, supply chain, operations, IT, ecommerce, and customer experience roles. While most respondents said they can track shipments across modes, far fewer said they can consistently use that data to prevent issues before customers feel the impact.

Only 59% of organizations said they use logistics data proactively to predict and prevent problems. Another 25% use it mainly to explain issues after they occur, while 11% use it only to understand problems in the moment.

The report found that shipment delays lead to higher costs to serve for 53% of organizations, increased strain on customer service teams for 47%, and more customer complaints for 46%.

Customer expectations are also rising. Decision-makers said consumers care most about reliable delivery windows and end-to-end tracking. When those expectations are not met, limited visibility and delayed deliveries remain the most common complaints.

Looking ahead, confidence drops further. While most leaders said their organizations are somewhat prepared for future supply chain challenges, only 43% strongly agreed that their logistics systems are truly future-ready.

“Being ready for what’s next, building long-term resiliency and competitive differentiation, requires investing in systems that go beyond meeting today’s needs,” Brenner said. “Connected data, analytics, and AI are essential to making that shift. At FedEx, we’re making supply chains smarter through our suite of data-powered digital solutions that support our customers’ growth and help them become more future-ready.”