Future success starts with a solid CX

In the search for sustainable business growth, manufacturers must continue widening their focus to look beyond production and pay equal attention to the customer experience and every individual step of the customer journey.

From component shortages and inflationary pressures to wider economic uncertainty and changing consumer behavior and preferences, the manufacturing industry continues to face difficulties. But each of these issues, individually and collectively, serves to highlight the importance of customer experience to the future of the sector.

Even for established brands with seemingly solid customer bases, CX is still the best form of differentiation. In a market awash with choice, attempting to stand out purely in terms of product or prices can be a risky business. And in an industry beset with challenges and disruption, a solid CX is crucial to reassuring customers, resolving issues on an emotional level and maintaining loyalty even when external pressures and situations beyond any brand’s direct control reduce that organization’s ability to deliver on customer expectations.