The manufacturing sector in Spain has experienced many changes and challenges in recent years, especially with the pandemic and current inflation, which leads to an increase in the cost of goods and logistics. In 2023, new challenges are presented to the manufacturing job seekers database sector, such as increasing global competition that requires companies to keep up with the latest trends and technologies, and market uncertainty.
This is where digital transformation comes into play and where companies can have a huge opportunity to differentiate themselves from the competition: by offering an exceptional experience to their customers.
Zendesk’s State of CX in Manufacturing 2023 study highlights that CX is a critical driver of growth in uncertain times, giving manufacturing executives reason to be optimistic. Companies that invest in CX are the ones that will succeed, as manufacturers expand direct-to-consumer sales, the demand for conversational service increases.
73% of manufacturing executives say customer experience is the primary reason customers buy their products.
The following trends are expected to shape the sector this year:
Digitalization : Digitalization is expected to remain a major trend in the manufacturing industry. This includes incorporating technology into manufacturing to improve efficiency and process automation.
Changing consumption patterns : Consumption patterns are constantly changing, which means that companies have to adapt quickly to market demands. This may involve changes in production, new products and services, and the incorporation of innovative technology.
Reinvention of the supply chain , with increasingly modern and digital ecosystems. Increasingly smart warehouses, logistical challenges and the rise of online commerce are transforming the market from the production process to the delivery of the product to the end customer.
In order to cope with the situation and stand out from the competition, companies in the sector must focus on these three aspects to improve their CX :
1. Make optimal use of artificial intelligence
Companies are employing the use of chatbots and mobile apps to quickly respond to customer questions and improve the purchasing process. They are also using advanced analytics to better understand customer needs and customize product and service offerings to meet their needs.
In addition, AI is increasingly being used for problem detection and management in production, helping to reduce downtime and improve efficiency. AI systems can also provide improvements in process accuracy and quality, increasing customer satisfaction.
