CX Investments in the Manufacturing Industry 2022

CX Investments in the Manufacturing Industry 2022 Updated Research Available

Acceleration to Hybrid, Flexible, and Highly Secure Models

RELEASE DATE
30-Sep-2022
REGION
Global
Deliverable Type
Customer Research
Research Code: K6CD-01-00-00-00
SKU: IT04586-GL-CR_26941
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CX Investments in the Manufacturing Industry 2022
Published on: 30-Sep-2022 | SKU: IT04586-GL-CR_26941

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Improving customer experience (CX) ranks as the top corporate objective for the third year, followed closely by improving brand equity. Customer relationships are top of mind for manufacturers in 2022 as maintaining brand loyalty becomes increasingly complex, with the world quickly moving to digital channels.

Companies are shifting from remote work that began with the pandemic to hybrid models that will include a mix of work-from-home, on-site, and flexible options. The cloud offers flexibility and quick access to the latest technology features. Investments in workforce management and engagement tools are crucial to ensuring high performance.

Manufacturers will invest heavily in analytics, especially solutions providing actionable data for customer journeys and the voice of the customer(VOC). With the enormous amount of data available today from many sources, it must be integrated, mined, organized, pertinent, and customized to provide customers with personalized and positive experiences. 

IT investments over the next year will be customer-centric. While most other industries rated “attracting and retaining talent” as a priority, manufacturing companies continue to consider it an unimportant goal. Manufacturing companies tend to deal with business-to-business customer interactions, limiting their view of end-customer expectations. However, there is a trend towards direct selling to consumers from manufacturers, requiring investments in customer-facing technology to support them.

The primary goals of this research are to:
• Understand the impact of COVID-19 on contact centers
• Understand the challenges organizations face today
• Monitor the status of digital transformation
• Assess the current and future use of contact center solutions
• Evaluate factors that drive investments in contact center solutions
• Gauge market and technology trends
• Appraise available IT budgets
• Measure perceptions by vertical industry
• Discover opportunities in different regions

This study examines the growth opportunities for CX solution providers and the manufacturing industry that emerged from pandemic-related challenges and the rapid move towards digital channels that compel manufacturers to invest in CX solutions that will help them stay with or beat the competition.

Author: Alpa Shah

Research Objectives and Methodology

Applications

Research Methodology

Strategic CX Imperatives in Manufacturing

Business Goals are Customer-Centric

People Issues—Customers and Employees Resistant to Change; Expert Resources Tough to Retain

Security Concerns Intensify with Remote Workers

CX is in the Spotlight—Reducing Costs Still a Top Concern

Growth Opportunity 1: Invest in Self-Service Tools and Live Chats

Growth Opportunity 2: Expanding the Use of AI Beyond Bots to Image Recognition

Growth Opportunity 3: Delivered Personalized CX While Managing Costs with Analytics

Growth Opportunity 4: Automation with AI

Growth Opportunity 5: Omnichannel Capabilities Improve Customer Retention

Growth Opportunity 6: Back to Basics

The Last Word

Growth Opportunities Fuel the Growth Pipeline Engine™

Why is it Increasingly Difficult to Grow?

The Strategic Imperative 8™

List of Exhibits

Legal Disclaimer

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A tailored session with you where we identify the:
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  • Growth Opportunities
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Improving customer experience (CX) ranks as the top corporate objective for the third year, followed closely by improving brand equity. Customer relationships are top of mind for manufacturers in 2022 as maintaining brand loyalty becomes increasingly complex, with the world quickly moving to digital channels. Companies are shifting from remote work that began with the pandemic to hybrid models that will include a mix of work-from-home, on-site, and flexible options. The cloud offers flexibility and quick access to the latest technology features. Investments in workforce management and engagement tools are crucial to ensuring high performance. Manufacturers will invest heavily in analytics, especially solutions providing actionable data for customer journeys and the voice of the customer(VOC). With the enormous amount of data available today from many sources, it must be integrated, mined, organized, pertinent, and customized to provide customers with personalized and positive experiences.  IT investments over the next year will be customer-centric. While most other industries rated “attracting and retaining talent” as a priority, manufacturing companies continue to consider it an unimportant goal. Manufacturing companies tend to deal with business-to-business customer interactions, limiting their view of end-customer expectations. However, there is a trend towards direct selling to consumers from manufacturers, requiring investments in customer-facing technology to support them. The primary goals of this research are to: • Understand the impact of COVID-19 on contact centers • Understand the challenges organizations face today • Monitor the status of digital transformation • Assess the current and future use of contact center solutions • Evaluate factors that drive investments in contact center solutions • Gauge market and technology trends • Appraise available IT budgets • Measure perceptions by vertical industry • Discover opportunities in different regions This study examines the growth opportunities for CX solution providers and the manufacturing industry that emerged from pandemic-related challenges and the rapid move towards digital channels that compel manufacturers to invest in CX solutions that will help them stay with or beat the competition. Author: Alpa Shah
More Information
Deliverable Type Customer Research
Author Alpa Shah
Industries Information Technology
No Index No
Is Prebook No
Podcast No
WIP Number K6CD-01-00-00-00