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

Publisher Frost & Sullivan
Published Oct 13, 2023
SKU # MC18267319

Description

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

Automating Business Processes, Customer Experience, and Employee Experience is the Top Priority

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.

Table of Contents

    • 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
    • The Pivotal Role of CX in Manufacturing
    • Moving Forward—The State of CX in the Manufacturing Sector
    • Top 5 Global Economic Highlights of 2023
    • Growth Environment in Manufacturing
    • Smart Manufacturing—Embracing the Digital Journey with Key Technologies
    • 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
    • Growth Opportunities for CX Solution Providers
    • Improving CX in the Post-pandemic Era
    • Creating a Customer-centric Culture Within Manufacturing Organizations
    • 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™

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