Report
Manufacturer’s Guide to Leading with an “Experience Centric” Digital Transformation
Join us in the exploration of innovative digital transformation ideas and opportunities for manufacturers to increase customer engagement, boost conversions, and improve satisfaction.
The manufacturing sector is not immune to the galloping pace of change propelled by advancements in digital technology and accelerated by Covid-19. There is a keen understanding of the transformation taking place, most notably an acknowledgement of the swift move from face-to-face to online experiences and the growing role of mobile technology. This is putting greater pressure on organisations to support customers in re-engineering their ways of working.
Report Highlights:
- Covid-19 has accelerated a re-evaluation of ways of doing business, with 63% of executives agreeing that their organisation’s business model has changed
- It has also led to increasing usage of digital customer engagement channels, particularly in the case of websites/ digital portals (rising 38% compared to 12 months ago)
- Data complexity prevents true personalisation; 50% of the respondents agreeing that they have low to moderate trust in the reliability of their organisation’s data to optimise the CX
