Customer Experience Trends in the Manufacturing Industry: A Customer Perspective—Global, 2023–2024

Contact centers are crucial in manufacturing, serving as the primary interface between the manufacturer and its customers. Manufacturers investing in their contact centers and providing excellent customer service can enhance customer experience (CX), build long-term customer relationships, and gain a competitive advantage.

The importance of CX in the manufacturing industry has amplified in recent years. As manufacturers navigate the complexities of Industry 4.0, where digital and physical realms converge, the role of CX as a competitive differentiator has become increasingly apparent.

Traditionally seen as a domain that focuses on production and logistics, the manufacturing industry has undergone a significant transformation in its approach to customer engagement. Central to this evolution is the changing role of contact centers. Manufacturers have gained agility, scalability, and cost-efficiency by leveraging cloud-based technologies in their contact center operations. Integrating artificial intelligence technologies has enabled self-service options, personalized interactions, and improved operational efficiencies. The focus on remote contact center operations has ensured business continuity and resilience. Integrating metaverse will redefine customer-business interactions, bridging the gap between virtual and tangible realms and offering great opportunities for manufacturers.

This study examines growth opportunities for CX solution providers and the manufacturing industry that arose from pandemic-related challenges and the rapid move toward digital channels, which compel manufacturers to invest in CX solutions to remain on par with or beat the competition.

Author: Krishna Baidya