By Alex Stark

Maybe it’s because I’m still refocusing on work after the holiday break, but the state of the U.S. economy still feels foggy. According to the Wall Street Journal, the pace of inflation held steady last month. All numbers hit where leading economists projected them to land. Higher prices are a concern for Americans, coupled with a cooling labor market. However, all major markets continue to rise.

Economists are watching the first weeks of this year to see if companies change their prices. Most expect inflation to continue to decline gradually, but it could change quickly due to geopolitical events, new tax rules, and overall consumer sentiment.

The economy and overall opinion were also topics of many presentations at this week’s NRF (National Retail Federation) annual conference in New York City. The conference typically brings together 35,000 to 40,000 participants from the global retail community to discuss trends shaping the future of retail. Participants gain insights into how customer experiences, AI, the supply chain, and other factors can influence their business.

A term that keeps getting considerable attention is the “K-shaped” economy. During one of the panels, one of the economists remarked that, “The money coming into higher-income households was up 3% in 2025, and only 1% for lower-income households. “So, the wealth effect is a huge part of this. But there’s a second leg to it, which is that the labor market is supporting the higher-income range more than lower income. So it’s a bit of a double whammy.”

This bifurcation is making it challenging to be optimistic about 2026.

Additionally, to compound the consternation for 2026, reports indicate that cyberattacks may double among logistics companies. Transportation networks are particularly vulnerable, as a hacker could affect thousands of businesses. Cyber risks are no longer just an IT problem. Logistics and supply chain companies should be proactive across the enterprise through training and reinforcing sound business practices to combat the ever-increasing threats.

One metric readily within companies’ reach is their customer experience (CX) score. It seems more than ever imperative to deliver faster, personalized customer service to meet business needs. In a recent article, Inbound Logistics did an excellent job in summarizing its importance. For companies seeking to differentiate themselves from competitors, the following should be prioritized.

  1. Embed CX into the mission of the company. In a customer-facing industry such as logistics, where extraordinary service is essential, designing processes around the “why” should be paramount. Investing time in soliciting customer feedback will yield dividends in satisfaction and self-assessment.
  2. Focus on “Amazon-like” visibility. Logistics and supply chain companies that deliver an enhanced customer experience provide solutions that are transparent, predictable, and frictionless. Using AI tools can also add value by streamlining operations from reactive to collaborative.
  3. Really hear the customer’s input. To ensure CX is more than a one-time exercise and truly resonates with your customers, listen for constructive feedback that could make your product even better. This is where the saying “the customer knows best” is more than a throwaway line. Your customer knows what works best for their supply chain. Progressive companies take that to heart by responding and designing solutions that unlock value.
  4. Above all else, stay human. No one will dispute the importance of technology. Sophisticated systems play a major role by improving efficiency, analysis, visibility, and decision-making. Today’s systems don’t just move goods, they predict, optimize, automate, and adapt, turning logistics from a cost center to a strategic advantage. However, there also needs to be a human element that customers perceive. Customers want to be seen and heard.

Bonus: Perhaps, like me, you might be feeling a touch boxed-in by the winter. Days are short, and routines could default to a cycle of home → office → home. You’re looking for escape. If a trip is not on the calendar, may I suggest a few top-notch TV favorites in our household to curl up with?

The Pitt (HBO) is excellent. There’s a reason it just received the Golden Globe award for best television series (drama) and best performance by a male actor (Noah Wyle). Every aspect is executed at such a high level. It’s loaded with terrific characters. It’s a show that is so good, you don’t want it to end because you become so entrenched in the story.

Slow Horses (Apple) is another highly rated series, expertly adapted from Mick Herron’s novels. It’s hard not to be drawn into the thrilling (mis)adventures of a group of disgraced MI5 agents in the British secret service. Gary Oldman, Kristin Scott Thomas, and Jack Lowden lead a cast as they keep national security on the rails. The protagonists are far from perfect yet still compelling.

Another notable TV series based on the beloved memoirs of James Herriot is All Creatures Great and Small (PBS). This is one of the most comforting and joyful shows on TV. My family looks forward to winter because this show’s new season usually returns then. It is warm, low-stress viewing filled with beautiful settings and kind, character-driven stories. It’s a real slice of mood-lifting pie.

Until next time. And remember, it costs nothing to be kind.