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Customer Experience Trends in the Manufacturing Industry: A Customer Perspective—Global, 2023–2024 Updated Research Available
Automating Business Processes, Customer Experience, and Employee Experience is the Top Priority
13-Oct-2023
Global
Customer Research
K92A-01-00-00-00
IT_2023_226
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
Manufacturing Industry Perspective
Study Objectives
Customer Research Methodology and Respondent Profile
Scope
Definitions
Understanding CX in the Manufacturing Context
Role of Contact Centers in the Manufacturing Sector
Changing Role of Contact Centers in the Manufacturing Sector
Key Contact Center Developments in the Manufacturing Sector
Key Contact Center Developments in the Manufacturing Sector (continued)
The Pivotal Role of CX in Manufacturing
Moving Forward—The State of CX in the Manufacturing Sector
Moving Forward—The State of CX in the Manufacturing Sector (continued)
Top 5 Global Economic Highlights of 2023
Growth Environment in Manufacturing
Growth Environment in Manufacturing (continued)
Smart Manufacturing—Embracing the Digital Journey with Key Technologies
Smart Manufacturing—Embracing the Digital Journey with Key Technologies (continued)
Generative AI for Manufacturing
Business Process Automation as the Top Priority for Organizations
Building Brand Equity Through Digital-first Customer Interactions
People Issues and Legacy Technology Challenging CX Objectives
Investment in People?—Empowerment, Feedback, and Flexible Work
Flexible Work Increasing Employee Retention and Revenue
System/Application Difficulties Thwart Omnichannel Ambition
AI Integration Across the Manufacturing Contact Center Spectrum
Strategies for Leveraging Technology and Data Analytics in CX Initiatives
Strategies for Leveraging Technology and Data Analytics in CX Initiatives (continued)
Growth Opportunities for CX Solution Providers
Improving CX in the Post-pandemic Era
Improving CX in the Post-pandemic Era (continued)
Creating a Customer-centric Culture Within Manufacturing Organizations
Creating a Customer-centric Culture Within Manufacturing Organizations (continued)
Leading Global Audio Equipment Manufacturer Elevating CX and Improving Operational Efficiency
Leading US Sports Equipment Manufacturer Leveraging Analytics to Drive its Contact Center
Leading Multinational Brewing Company Transforming CX and EX with Cloud Service Model
Leading Outdoor Power Equipment Manufacturer Modernizing Contact Center Operations with Workforce Management in the Cloud
Global Leader in Optical, Imaging, and Industrial Products Transforming Customer Services Operations
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
Impact of the Top 3 Strategic Imperatives on Customer Engagement in Manufacturing
Growth Opportunities Fuel the Growth Pipeline Engine™
List of Exhibits
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