Ports

Ascent's New COO Challenges Large Forwarders on Customer Service Shortfalls

Gal Dayan took over as chief operating officer of Ascent Global Logistics on October 1. He contends that major freight forwarders are failing to meet service commitments despite marketing promises. The former Apple logistics head and 23-year UPS veteran argued that industry consolidation has prioritized operational efficiency over customer relationships. Dayan, who previously worked at Horizon Air Freight and Swift Marine, said large multinational forwarders struggle to justify investments in individual customer solutions when competing on general cargo rates. Specialist logistics providers enjoy higher margins that enable greater resource allocation to shipper support, he noted. Ascent has addressed the issue through technology investments aimed at streamlining order processing and capacity sourcing. The company is enhancing its PEAK marketplace platform, which facilitates connections between customers and service providers offering expedited trucking, air charters, and onboard courier options.