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Customer experience drives resiliency in manufacturing

Pandemic push to direct sales was just the beginning of the CX opportunity

The pandemic forced manufacturers to quickly and fundamentally change their business operations to adapt as supply chains were broken and consumers changed their buying habits.

This quick shift highlighted the need for more resiliency, built on tools that could respond to changing consumer behaviors and provide more supply-chain transparency. While many manufacturers managed the initial push to online sales, moving forward may require more reimagining of the portfolio of products and services to connect better with customers.

Capgemini can help manufacturers better understand their own business, set themselves up differently, and serve a direct customer. Defining journeys and personas provides insights into who the customer is now – not who they were in the past. Read how manufacturers can be more resilient and drive better customer experience in Investing in customer experience can improve resiliency for manufacturers.

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