Expert Interview Series: AI, Humans, and the Moving Industry with Boris Svirsky of Safeway Moving

Boris Svirsky co-owns and leads Safeway Moving as CEO alongside partner Rad Gorelik, guiding the company to national recognition and Voted Best of 2025 Moving & Storage by BusinessRate. Under their leadership, Safeway Moving has established itself as an industry innovator, particularly known for transparent pricing models and comprehensive customer protection.

Drawing from veteran leadership principles, Boris has built Safeway Moving around military values of discipline, accountability, and mission focus. His approach centers on empowering customers through transparency and education, moving away from traditional industry practices that often leave customers uncertain about final costs and service quality.

Boris champions a customer-first philosophy that emphasizes the human element of moving services. He recognizes that moving often occurs during significant life transitions, and he has cultivated a company culture where team members treat each customer's belongings—and their stories—with genuine care and respect.

Under his direction, Safeway Moving has developed proprietary technology including barcode inventory tracking systems and real-time customer communication platforms. However, Boris maintains that technology serves to enhance rather than replace the human expertise that remains at the core of quality moving services.

As a thought leader in the moving industry, Boris advocates for increased transparency and accountability across the sector. He believes the industry's future belongs to companies that operate with integrity and adapt to meet the evolving expectations of today's informed consumers.

Boris continues to drive innovation at Safeway Moving while maintaining the company's commitment to treating customers like family during life's important transitions.

Edwards: What are the biggest trends you see in the moving industry in 2025?

Svirsky: In 2025, we're seeing several significant trends reshaping the moving industry. First, there's a growing demand for complete transparency throughout the moving process. Customers now expect real-time visibility into their move's status and location of their belongings. At Safeway Moving, we've anticipated this shift by implementing GPS tracking and regular customer updates.

Second, there's an increasing preference for comprehensive solutions rather than à la carte services. Customers are looking for companies that can handle everything from packing to storage to transportation under one roof. As the nation's number two-ranked moving company by Newsweek for 2024, we've built our service model around this integrated approach.

Third, technology integration is becoming essential rather than optional. The companies leading the industry are those investing in digital inventory systems, customer communication platforms, and operational software that enhances efficiency without sacrificing the human touch that's so crucial in the moving experience.

Finally, we're seeing a continued emphasis on flexibility in move scheduling and services, partially driven by remote work arrangements that have changed traditional moving seasons and timeframes.

Edwards: How do you expect technology to change in the moving space in 2025?

Svirsky: I believe technology in the moving space will increasingly focus on transparency and accountability – both to customers and within moving companies themselves. We hope to see more moving companies adopting technologies that allow customers to track their belongings and receive real-time updates throughout the moving process.

These tools aren't just beneficial for customers; they also help companies hold their movers and drivers accountable. At the end of the day, this business runs on trust. Customers trust us with their most precious belongings, and we trust our team to handle them with care. Technology that reinforces that trust benefits everyone involved.

We're also seeing a shift toward customer empowerment through technology. Moving apps that allow people to get quotes, schedule services, and manage their move are becoming more sophisticated. This gives customers more control over the process and allows them to make informed decisions on their own terms.

Behind the scenes, technology is helping companies like ours improve our internal processes and efficiency. This ultimately translates to better service and more competitive pricing for customers. It's about using tech tools to enhance the human experience of moving, making it less stressful and more predictable for everyone involved.

Edwards: What statistic in the moving industry do you think would surprise most people?

Svirsky: What surprises most people is that approximately 35% of moves end up costing significantly more than the initial quote when using traditional weight-based pricing models. This is precisely why at Safeway Moving, we've committed to transparent cubic-feet and item-list pricing with a price guarantee – we believe what you're quoted is what you should pay.

Another eye-opening statistic is that nearly 40% of moving companies operate without proper insurance coverage or with minimal protection plans. Many customers don't realize this until something goes wrong. That's why we emphasize our optional $15,000 full value protection (FVP) plan, which exceeds industry standards and gives our customers peace of mind that their belongings are truly protected.

Edwards: How do you expect the housing supply to impact moving in 2025?

Svirsky: The housing market is creating interesting ripple effects throughout the moving industry. What we're noticing most is a significant shift in traditional moving patterns and timelines. The historical "moving seasons" that we could once predict are becoming less defined.

We're seeing customers having to make quick decisions, but they're trying to gather as much information as possible before committing. They're researching extensively online, checking social media, watching TikTok videos about moving experiences – they're coming to us more educated about what they want and expect.

With inventory constraints in many markets, people are having to be nimble and ready to move when an opportunity presents itself. This shift isn't necessarily about longer planning timelines, but rather about customers wanting more certainty and transparency when they do make a decision.

We're also noticing that employment changes and remote work flexibility have contributed to moving needs that don't align with those traditional timeframes. People are relocating year-round now, and we've adapted our capacity planning to accommodate this more distributed demand.

Edwards: What's your biggest prediction for where the moving industry is headed in the next five years?

Svirsky: I believe the biggest shift we'll see is toward empowering the customer. Today's customers are educated, informed, and know exactly what they want. They're researching companies thoroughly, reading reviews, watching videos about moving experiences, and coming to the table with high expectations.

This empowerment will force a natural selection in our industry. Companies that don't operate with integrity and transparency will struggle to survive, while those committed to these values will thrive. The days of misleading quotes and hidden fees are numbered because customers simply won't tolerate those practices anymore.

I think we'll see technology continuing to evolve in ways that increase transparency and accountability. Customers want – and deserve – to know where their belongings are and when they'll arrive. They want clear pricing and honest communication. Companies that can deliver this consistently will be the ones leading the industry.

Despite all the changes in how we work, live, and communicate, the fundamental need for moving services remains constant. People will always change jobs, relocate for family reasons, downsize, upsize, and go through life transitions that require moving. What's changing is how they expect that service to be delivered.

At Safeway, we're keeping our eyes and ears open to stay ahead of the curve. It's hard to predict exactly what the next five years will bring – just look at the unprecedented changes we've seen recently – but we're committed to evolving our services to meet changing customer needs while maintaining the core values that have made us successful.

Edwards: Has the rise of AI and automation changed the way moving companies operate?

Svirsky: AI and automation have enhanced our operations without replacing any human element – and this is so important because our team is what matters most to us. At Safeway Moving, we view these technologies as tools that allow our experienced professionals to focus on what they do best: providing exceptional service to our customers.

We use automation to ensure timely updates are delivered to our customers and to process quotes more efficiently. This helps us respond faster and keep customers informed throughout their moving journey. The technology supports our team rather than replacing it.

The most significant impact of automation has been in our back-office operations and marketing efforts. This behind-the-scenes efficiency allows our customer service team to spend more time addressing specific customer needs and concerns.

But I want to be crystal clear – the core of our service still revolves around our skilled, professional movers and drivers who handle your belongings with care. The physical nature of moving services means that human expertise, judgment, and care will always be irreplaceable. Technology simply helps us deliver that human touch more effectively.

Edwards: Is AI helping with logistics, scheduling, or customer service in the moving industry?

Svirsky: In the moving industry, we're seeing AI make its biggest impact in customer service and back-office operations. At Safeway, we use automation to ensure our customers receive timely updates about their moves and to process information more efficiently.

For customer service, these tools help us be more responsive without losing the personal connection that's so important. Our systems help ensure we're communicating at the right moments, but it's still our dedicated team members having those conversations and addressing customer needs.

In scheduling, technology helps us manage our resources more effectively, but the human judgment of our coordinators remains essential for handling the complex variables involved in planning moves.

What we don't do is rely on AI to make decisions about routes or how to handle customers' belongings – those critical aspects of our service remain firmly in the hands of our experienced professionals. The technology is there to support them, not replace them.

What excites me most is how these tools help us gather and respond to customer feedback, allowing us to continuously refine and improve our services. It's about using technology to enhance the human experience, not substitute for it.

Edwards: How is your company keeping itself a leader in the moving industry?

Svirsky: Being recognized as the number two Best Moving Company by Newsweek for 2024 is incredibly humbling, but we know that maintaining industry leadership requires constant innovation and adaptation. At Safeway Moving, we're focused on staying ahead of industry developments and setting new standards rather than following them.

Our commitment to transparency sets us apart in an industry often criticized for hidden fees and surprises. Our barcode inventory tracking system gives customers unprecedented visibility into where their belongings are throughout the move. You can actually see this system in action on our social media channels – we're proud to show exactly how we track and protect your items.

Our investment in proprietary technology gives us operational advantages that translate directly to better customer experiences. We're continually refining these systems based on real-world feedback from thousands of successful moves.

Our veteran leadership brings a unique perspective to the moving industry. The military values of discipline, accountability, and mission focus run through everything we do. When we make a commitment to a customer, we deliver on it – period.

We also maintain leadership through active engagement with our customers across all touchpoints. From our social media presence where we showcase real moves in progress to our responsive customer service team, we're creating ongoing conversations about how to improve.

Finally, we invest heavily in our team's development. The moving industry has traditionally struggled with high turnover, but we've built a culture that attracts and retains the best talent. Our leadership team includes people with decades of experience, and that institutional knowledge is something that simply can't be replicated overnight.

Edwards: What makes Safeway Moving different from competitors in the moving industry?

Svirsky: Our pricing model differentiates us from competitors. While most companies calculate costs based on weight, we price based on items and cubic feet. This seemingly small difference has massive implications for the customer experience. With weight-based pricing, you never truly know your final cost until after the truck is loaded and weighed. Our approach results in a fixed, guaranteed price that won't change – what we quote is what you pay, period.

We also stand apart through our optional $15,000 full value protection plan, which exceeds industry standards. Many companies offer minimal coverage or complicated insurance options with numerous exclusions. We believe in comprehensive protection that gives customers genuine peace of mind.

Our operational versatility is another key differentiator. Being able to handle both local and long-distance moves nationwide gives us capabilities that more specialized movers lack. Many competitors focus on either local or long-distance, which limits their flexibility. Whether you're moving across town or across the country, you get the same level of service from Safeway.

We also offer a more comprehensive service suite than most competitors. From premium packing services to specialized handling for high-value items, climate-controlled storage solutions, and corporate relocation packages, we've built capabilities to handle virtually any moving situation. This eliminates the need for customers to coordinate with multiple service providers during an already stressful time.

Edwards: What is the top thing your customers say they like about Safeway Moving?

Svirsky: Without question, the number one thing our customers highlight in their feedback is the personal connection they feel with our team. Moving is inherently personal – these are the people handling your family heirlooms, your children's toys, your most precious belongings. Our customers consistently tell us that our movers feel like family by the end of the process.

What touches me most deeply are the stories about how our team has helped during difficult life transitions. People sometimes underestimate that moving isn't always a happy occasion. While we absolutely love to celebrate the exciting life changes, we also help people through some of their hardest moments – downsizing after losing a loved one, relocating after a divorce, or moving elderly parents into assisted living.

I remember a customer who was moving after her husband passed away. She wrote to tell us how our crew didn't just move her belongings – they treated each item with respect, understanding the emotional weight they carried. They took extra time with her husband's belongings, asking which items needed special care because of their sentimental value.

Another customer shared how our team helped her elderly father who was downsizing after 40 years in the same home. They sat with him and listened to his stories about different items as they carefully packed them. This kind of empathy can't be trained – it comes from hiring people who genuinely care.

These human connections are what our customers remember long after the last box is unpacked. All the technology and processes we've developed ultimately serve to support these moments of human connection during life's transitions.