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Ascent COO Says Major Forwarders Prioritize Efficiency Over Customer Service

Gal Dayan, who assumed the role of chief operating officer at Ascent Global Logistics on October 1, contends that large international freight forwarders are not delivering on service promises. Dayan is a former Apple logistics executive and spent 23 years at UPS in procurement. He said consolidation drives and efficiency targets have eroded customer relationships at major carriers. He noted that multinational forwarders struggle to align their stated customer-first positioning with actual service delivery. Dayan previously held positions at Horizon Air Freight and Swift Marine. He argues that specialist logistics providers operate with higher margins that permit greater investment in shipper relationships compared to general cargo competitors. Ascent is upgrading its PEAK marketplace platform to connect shippers with expedited trucking, air charter, and courier service providers. The company is also automating order intake and quotation processes to enable staff to focus on customer solution development.