Sharper focus, stronger operations, higher standards for excellence

At the North American Rail Shippers (NARS) 2025 Annual Meeting, Norfolk Southern Chief Commercial Officer Ed Elkins stood before an audience of shippers, industry leaders, and public sector partners to deliver a clear message: Norfolk Southern is building a safer, more resilient, and more customer-focused rail network, one that’s ready for what’s next.

The annual meeting brought together stakeholders across North America to exchange ideas on the future of freight. Elkins championed the message: “Moving Business Forward,” highlighting Norfolk Southern’s momentum on safety, operational performance, and growth, all anchored in a steadfast commitment to customer success.

Safety: A Stronger Foundation

The keynote presentation opened with a focus on safety, Norfolk Southern’s top priority. Ed shared the company’s 40% reduction in mainline accidents, along with continued downward trends in both train accident and employee injury rates. He also noted that more than 5,600 first responders had been trained through Norfolk Southern-led initiatives, part of a company-wide effort to ensure communities and crews stay safe.

Norfolk Southern’s use of AI-powered train inspections reflects its commitment to using industry-leading technology to detect and address potential issues early. “We’re turning finders into fixers,” Elkins said, describing how predictive data is driving proactive maintenance and improving reliability.

Operations That Keep Freight Moving

Norfolk Southern’s recent operational improvements aren’t just theoretical, they’re measurable. In 2024, system speed improved by 10%, with merchandise train velocity up 11% and unit train speed surging 17%. In Q1 2025, the company saw year-over-year gains across terminal dwell times, car velocity, and locomotive productivity.

These gains, Elkins emphasized, are the result of a sharpened focus on operational excellence and a strategy designed for long-term scalability, “We’re operating a safe, fast, and resilient network. And we’re not stopping there.”

Customers at the Center

Elkins underscored how Norfolk Southern is doubling down on the customer experience, launching tools and initiatives to make rail shipping easier and more transparent. From enhanced local service notifications to accurate Estimated Times of Arrival (ETAs), the company is mapping and measuring every interaction with customers to streamline their experience.

He also previewed new feedback mechanisms like the Customer Advisory Board, where shipper insights help inform system improvements. “Our customers are telling us what they need, and we’re listening closely.”

Delivering Growth Beyond the Railhead

Looking ahead, Elkins spotlighted growth drivers like industrial development, transloading, and short line partnerships. In 2024, Norfolk Southern supported 140+ industrial projects representing more than $4.3 billion in private investment. That momentum accelerated in Q1 2025, with a 25% increase in activity over the same period last year and a historic 517 projects in the pipeline.

Initiatives like Project Home Stretch and enhanced final-mile tools are helping customers reach farther, faster. Elkins credited this success to strategic collaborations and the company’s bold approach to unlocking capacity in critical corridors.

A Vision for the Future

As the industry looks toward a future defined by resilience and transformation, Norfolk Southern made it clear at NARS 2025: we’re creating a future that will outcompete the present.