Customer Experience in Manufacturing

Manufacturing

The Age of Hyper-Personalisation

Take the move from product- to service-delivery. Which steps can manufacturers take to transform their Customer Experience capabilities?

 

Customer experience in Manufacturing

In today’s highly competitive market the best returns for manufacturers are to be made in the after-market industry. The rise of mobile, social and cloud technologies have given rise to a proliferation of direct-to-consumer business models, which means manufacturers are now able to build relationships with their customers and directly encourage brand loyalty.

Even for manufacturers not engaged in after-market or direct-to-consumer activities, their traditional customers are becoming more demanding than ever. Now well used to exceptional customer experiences in their home lives, people expect to have the same level of service elsewhere. The evidence is, however, that more needs to be done to enhance the customer experience in the manufacturing industry.

Analyzing equipment performance in real-time, IoT can enhance machine availability and enable factory automation, ensuring that consumers get their products in time. Similarly, IoT can enable new after-market services such as predictive maintenance, which will bring the customer experience to new heights. Driving the customer experience forward in this industry is central.


How well prepared are Manufacturers to meet the hyper-personalisation agenda?

With the economic potential of individualization so clear, there’s an opportunity for Manufacturers to push ahead with hyper-personalized services to enable rapid growth. Oracle’s view is that it’s now essential that Manufacturers utilize digital technologies including cloud-based applications, platforms and infrastructure, mobile devices and data analytics to create the hyper-personalized customer experiences people demand.

Manufacturers need to ensure they invest in digital technologies

Oracle recommends Manufacturers focus on flexibility and agility, building a customer experience based on insights from customer, product and operational data. To meet this need, the cloud is a must as it simplifies IT, reduces costs and drives innovation. By becoming a cloud leader, Manufacturers will find they have the scalability and agility needed to deliver transformational hyper-personalised customer experiences.


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Forrester notes that Oracle “delivers leading capabilities across the board in terms of depth and breadth,” as well as its well-defined user experience. Oracle received the highest scores in the current offering category, as well as the sales force automation and ecommerce criteria.

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