Product quality, faster delivery top of mind for supply chain professionals

Rising customer expectations are driving major shifts in supply chain strategies, with businesses prioritizing product quality, faster delivery and improved service, according to Cleo’s 2025 Global Supply Chain Executive Report.

The report found that 79 per cent of companies cited higher product quality as a top customer demand, while 75 per cent emphasized faster delivery and 66 per cent highlighted improved customer service.

At the same time, geopolitical and economic concerns are top of mind for business leaders. Seventy-five per cent of executives expressed concerns over geopolitical issues affecting global supply chains in the next two years. Inflation (60 per cent), regulatory changes (35 per cent) and tariffs (33 per cent) were among the primary economic worries.

“As customer expectations rise and global challenges evolve, businesses can no longer afford to react—they must proactively anticipate and adapt,” said Tushar Patel, CMO at Cleo. “Building supply chain agility and resilience is vital for companies that want to keep operations running seamlessly, profitably and competitively, especially in an increasingly unpredictable environment.”

The report also found that 83 per cent of executives view supply chain resilience as equally critical as cybersecurity. To strengthen operations, 47 per cent are considering artificial intelligence (AI) to automate processes, predict disruptions and improve decision-making.

Automation is another key focus, with 93 per cent of companies either using or planning to implement automation within two years to enhance efficiency. Additionally, 66 per cent said real-time data improves decision-making and customer service, while 55 per cent are exploring AI to enhance the customer experience.

“By leveraging automation, real-time data integrations and artificial intelligence, businesses can create a competitive advantage,” Patel said. “Companies can proactively pivot to market changes, strengthen customer and supplier relationships through real-time insights and prove they are a reliable, trustworthy supply chain partner.”

Sustainability is also gaining traction, as 47 per cent of customers expect stronger environmental commitments. The report revealed that 97 per cent of companies now have sustainability programs, with 55 per cent aiming to position themselves as industry leaders in environmental responsibility, while 35 per cent seek cost reductions through greener practices.