Despite genuine challenges, there is a genuine opportunity for manufacturers to identify and plot a path towards sustainable growth. But unless each step on that journey is aligned with the customer, any strategy will ultimately fail to deliver. The customer experience is what adds value and differentiation to products, goods, and services and the positive brand perception it helps to create is also crucial in attracting and retaining talent so that your organization has the skills it needs to meet new challenges.

A winning CX starts with removing friction and making the customer journey easy to complete. It continues by empowering customers to help themselves. As it matures, it will start to provide your brand with the insights it needs to meet customer needs and keep one step ahead of your competitors.