Due to rapid customer demands and technology advancements, shipping lines are undergoing transformation propelled by digital platforms. This highlights the importance of investigating the possible effects of integrating technologies on operations and customer experience. This study explores the impact of digitalisation on shipping lines’ digital platforms and the accompanying challenges.
This study adopts a qualitative method to offer a comprehensive examination of the topic. In-depth and semi-structured interviews were carried out with individuals in managerial positions.
Interviews with industry experts revealed that the adoption of digital platform has the potential to improve resilience and operational performance and significantly enhance customer experiences when optimally integrated. However, the main challenges faced by shipping lines when doing so include vulnerability to cyberattacks, inadequate digital infrastructure and connectivity, absence of supportive legal framework and resistance to data sharing. Practical recommendations are offered to help shipping lines enhance the adoption of technologies in their digital platforms.
The study highlights the importance of technology adoption in refining business models and provides valuable insights to help the industry devise strategies to overcome challenges.
