Copperberg&Columbus：2022年制造业客户体验及参与度状况调查报告（中译版）（27页）.pdf

1、SURVEY REPORT The State of Customer Experience and Engagement Within ManufacturingContentSURVEY REPORT2022Introduction3Chapter 1 The Objectives That Shape CX Efforts Today and a Future Outlook7Chapter 2 The Manufacturers Journey of Organisational Transformation and a Deeper Look into CX Challenges21

2、Chapter 3 The Driving Forces Behind CX Transformation35Conclusion45About49IntroductionSURVEY REPORT2022*Momentum continues to build for manufacturing organisa-tions to focus more deeply on their customer experience and engagement(CXE)strategy.With each passing year,the typical customer has evolved i

3、n ways that are impossible to ignore or neglect.A uniquely customised,relevant,and frictionless customer experi-ence(CX)has become of particular interest to the mod-ern-day client.Droves of buyers have also flocked online at the onset of the COVID-19 pandemic,seeking ever since to engage more digita

4、lly,even with manufacturing firms.Thus,a superior CX across multiple channels is needed for organisations to engage with and stay connected to their customers today and in the post-pandemic era ahead.Manufacturers all over the globe have been at pains of late to rethink the ways they interact with c

5、lients.Facing up to the radical changes in customer behaviour and expecta-tions has required many industry players to reimagine their organisations CX approach completely.A few challenges have come up along the way,but not enough to push com-panies off the path to CX transformation or minimise the b

6、enefits it may bring.Pressing ahead with implementing a solid CX strategy will be vital for devising the impactful and memorable buyer-centric journey that customers have come to expect from manufacturers.A more efficient CXE approach will also be key for maximising business value and establishing a