Intelligent logistics: Involving the customer

The role of logistics in effective supply chain management is increasingly critical, and researchers and practitioners have recently focused their attention in designing more intelligent systems to address today’s challenges. In this paper, we focus on one such challenge concerning improving the role of the customer in logistics operations. In particular, we identify specific developments in the systems governing core logistics operations, which will enhance the customer experience. This paper proposes a conceptual model for customer orientation in intelligent logistics and describes a number of specific developments the authors are involved in.