Customer Think

AUGUST 6, 2021

Hefty interest in customization, expanding client expectations, the intricacy of the worldwide supply chain, and other numerous difficulties urge manufacturers to find reliable, new, and more creative approaches to endure in the race.

Manufacturing 113

Manufacturing Technology Technology 113

eglobalis

NOVEMBER 19, 2024

Creating Next-Generation Robotics for Manufacturing AI is advancing robotics by enabling machines to learn and adapt autonomously. FANUC, a Japanese robotics manufacturer, designs AI-powered robotic arms that adapt to variable tasks, improving efficiency in assembly lines.

B2B 451

B2B Agriculture CX AI 451

ECXO

AUGUST 15, 2023

The concept of digital twins first came about in manufacturing in the early 2000s, where simulations of manufacturing systems, machines, and processes are created for the purposes of predictive maintenance or quality control.

Manufacturing 294

Manufacturing Artificial Intelligence Machine Learning Legal 294

Zendesk

MARCH 24, 2023

There has been plenty for the manufacturing industry to be concerned about in recent times. Despite the challenges, the manufacturing industry continued to grow in 2022. Only those manufacturers that continue to adapt will thrive, and AI plays a major role in revolutionizing operations. And yet, there are causes for optimism.

Manufacturing 98

Manufacturing AI Machine Learning Healthcare 98

Heart of the Customer

APRIL 6, 2023

Now, I’m turning to the related field of manufacturing. Many manufacturing companies also offer distribution, so make sure to review that post, too. This week, I will dive into the specific impacts of CX in traditional manufacturing – and […] The post How Do I Get Manufacturing Executives to Care About CX?

Manufacturing 78

Manufacturing CX Customer Experience B2B 78

Customer Think

FEBRUARY 2, 2024

Artificial Intelligence (AI) is transforming the manufacturing industry, leading it to a new era of innovation and efficiency. By leveraging artificial intelligence, manufacturers are optimizing their operations, enhancing supply chains, and overcoming challenges. enables manufacturers to refine production […]

Artificial Intelligence 59

Artificial Intelligence Manufacturing Innovation AI 59

eglobalis

SEPTEMBER 16, 2024

Mini Business Cases Elevator Manufacturer: Schindler Group Case Schindler, a European elevator manufacturer, identified a gap in their customer journey. Globally , businesses should implement unified training frameworks that can be adapted locally, ensuring the company’s CX standards are met across all regions.

B2B 297

B2B Customer Experience Touchpoint B2C 297

Customer Think

SEPTEMBER 4, 2024

Manufacturing, a key component of global economies, is a complicated process that calls for precise quality control and intricate machinery. Product defect detection has traditionally been a labor-intensive process. It usually necessitates human inspection at various production stages.

Manufacturing 64

Manufacturing AI Technology Technology 64

Futurelab

JULY 12, 2024

Last week we talked about manufacturers who have to disperse their customer experience standards to the vast network of importers, distributors, and other retail partners. Understanding what moments in their journeys are so crucial you simply CANNOT mess them up is mission critical for any CX manager in a B2B organisation or manufacturer.

Manufacturing 157

Manufacturing Construction B2B Retail 157

Customer Think

APRIL 11, 2023

Now, I’m turning to the related field of manufacturing. Many manufacturing companies also offer distribution, so make sure to review that post, too. Last week I spoke about how to get distribution executives to care about customer experience (CX).

Manufacturing 64

Manufacturing CX Customer Experience 64

Uniphore

DECEMBER 27, 2021

Discussing the largest such implementation—built for a leading chemical manufacturer with more than 400 agents globally—he described the challenge and how automation helped Tech Mahindra realize its client’s goals: “The complexity around this program was very, very high,” Sathiaraj explains.

Manufacturing 211

Manufacturing AI Engineering Technology 211

TeamSupport

APRIL 12, 2024

In manufacturing, effective customer support requires technology that spans geographical boundaries and provides a wealth of knowledge. One customer, POMS manufacturing , noted the rapid growth of its knowledge base after implementing TeamSupport: “Before TeamSupport, we had about 20-40 logins to our knowledge base per month.

Manufacturing 52

Manufacturing AI Technology Technology 52

Intercom, Inc.

MARCH 23, 2018

When they first built the MacBook Pro from a solid piece of aluminum, they went to great lengths to show the manufacturing process and explain exactly why this was their most durable and polished design yet. It reminds me of how Apple market their products.

Manufacturing 220

Manufacturing Sales Gaming Technology 220

TeamSupport

APRIL 23, 2024

Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. The adoption of TeamSupport’s technology offers numerous benefits for manufacturing companies. For companies operating in the manufacturing industry, communication across time zones is imperative.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

Customer Think

NOVEMBER 30, 2023

Introduction The manufacturing sector has had its CX challenges as the world came out of the pandemic with supply chain issues exacerbating the problem further. Though CX has become very important to this sector especially as branded manufacturers forward-integrate into direct business-to-consumer models, it has been stagnant at best.

Manufacturing 59

Manufacturing CX Omnichannel Customer Experience 59

Futurelab

JULY 5, 2024

Like many manufacturers, they work with importers, distributors, service points, and other retail partners who ultimately deliver customer experience. Remember last week’s tire company? During our customer journey project for them, we realised that their success heavily depended on the vast network of “indirect” customers.

Manufacturing 157

Manufacturing CX Retail Customer Experience 157

Customer Think

APRIL 25, 2021

Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank. To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation.

Customer Experience 144

Customer Experience Manufacturing Retail Innovation 144

Futurelab

MAY 15, 2024

A client of ours, a testing device manufacturer, had a service contract that promised replacement of broken equipment within the next 3 business days. But I would still argue that the biggest customer impact can be made by changing something mundane and familiar, often barely visible on the outside.

VOC 157

VOC Manufacturing Voice of the Customer Innovation 157

Futurelab

MAY 3, 2024

Here is another story about it from our work for the contact center of a car manufacturer. #NoBullshitCX #20yearsFuturelab “See the bigger picture.” Remember last week’s column on the outsider’s perspective? We reviewed their overall CX strategy (more on this topic later) and looked at the way they operated–from a customer perspective.

Manufacturing 157

Manufacturing Contact Center CX 157

Zendesk

MAY 24, 2023

It’s fair to say the manufacturing industry is on the fast track to digital transformation. It’s no surprise that manufacturers are looking for ways to cut costs while still maintaining quality. Here are four ways manufacturers are using AI in customer support and seeing big results.

Manufacturing 52

Manufacturing AI Artificial Intelligence Invoicing 52

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. What are B2B manufacturing feedback tools? user/month 4.4

Manufacturing 52

Manufacturing B2B NPS Compliance 52

Beyond Philosophy

JULY 26, 2017

That is what manufacturers are banking on with their strategy to reduce the amount included in your purchase price. It happens because the manufacturer reduces the volume of the package. The reason manufacturers are resorting to reducing the size of their candy bars, and toilet tissue is because of manufacturer’s inside-out approach.

Manufacturing 120

Manufacturing Social Media Start-ups Customer Experience 120

eglobalis

DECEMBER 17, 2024

link] Forrester’s B2C Marketing & Customer Experience Predictions 2025: Price Sensitivity Will Lead to a 25% Decline in Brand Loyalty [link] The post CX 2025: The AI Revolution That Will Leave Your Business Behind appeared first on Eglobalis.

AI 221

AI CX Sentiment Analysis Net Promoter Score 221

Futurelab

APRIL 26, 2024

When we advised a global electronics manufacturer on their innovation process, I thought their heads of R&D would bite my head off for even thinking of changing it. #NoBullshitCX #20yearsFuturelab “Consumers should care. Check that.” Ever tried to convince engineers they are doing something wrong?

Engineering 157

Engineering Manufacturing Innovation Start-ups 157

Zendesk

MAY 9, 2023

It’s fair to say the manufacturing industry is on the fast track to digital transformation. It’s no surprise that manufacturers are looking for ways to cut costs while still maintaining quality. Here are four ways manufacturers are using AI in customer support and seeing big results.

Manufacturing 52

Manufacturing AI Artificial Intelligence Invoicing 52

Customer Think

OCTOBER 18, 2021

Brand Monitoring A brand is not defined by the product it manufactures. […]. The contextual analysis of identifying information helps businesses understand their customers’ social sentiment by monitoring online conversations. Application of Sentiment Analysis 1.

Sentiment Analysis 132

Sentiment Analysis Manufacturing 132

Zendesk

JUNE 29, 2023

According to research, 66 percent of manufacturers are planning to launch their own e-commerce operations within the next two years. To anyone familiar with well-worn manufacturing go-to-market strategies, this may come as a surprise. Why wouldn’t a manufacturer want a piece of that action? Times are changing. and it’s working.

Manufacturing 52

Manufacturing E-commerce AI Sentiment Analysis 52

eglobalis

OCTOBER 9, 2024

Siemens (Germany) Siemens, a leader in industrial automation, received several requests from its manufacturing clients for improved real-time data analytics tools. This solution not only satisfied the original customer but also opened new possibilities for other businesses, making Salesforce’s platform even more versatile.

Customer Feedback 441

Customer Feedback Innovation Compliance B2B 441

Zendesk

MAY 9, 2023

The post How to use AI to reduce service costs in manufacturing appeared first on Zendesk.

Manufacturing 52

Manufacturing AI 52

Customer Think

OCTOBER 30, 2021

Retailers play an important role in promoting product consumption and manufacturing, serving as a ‘gatekeeper’ between manufacturers and consumers throughout the entire lifespan. They have the potential to play a significant role in increasing consumption and production.

Retail 111

Retail Manufacturing Sales Technology 111

ECXO

JUNE 11, 2023

5 examples of brilliant CX design Volkswagen – German automobile manufacturer Volkswagen has developed an online configurator that allows customers to design their own car and visualise it in 3D, providing a personalised and engaging experience. And where you need to change strategy.

B2B 390

B2B B2C Touchpoint Actionable Insights 390

Futurelab

FEBRUARY 23, 2024

When I presented customer feedback to a global leader in steel manufacturing, the management team was very happy with the overall scores (which were pretty decent). #NoBullshitCX #20yearsFuturelab “Don’t stick to the seemingly obvious.” Feedback is not about the averages.

VOC 144

VOC B2C Manufacturing B2B 144

ECXO

JUNE 25, 2024

Experts are needed to validate and refine AI-generated concepts, ensuring they are manufacturable and align with user expectations. For example, industrial designers often need to refine AI outputs using image-editing software to address practical considerations like manufacturability and usability.

AI 156

AI Customer Experience Legal Manufacturing 156

Futurelab

JUNE 28, 2024

One of our clients, a tire manufacturer, had to radically improve their CX due to poor performance. My experienceis, that only 10-15% of employees are enthusiastic about new initiatives, plus about 30% cautiously join in after some observation. The rest are late adopters or maintain the “9 to 5” mentality (which is normal).

Customer-Centric Organization 130

Customer-Centric Organization Manufacturing CX 130

TeamSupport

APRIL 11, 2024

Within global commerce, the manufacturing industry is a foundational pillar driving innovation, growth, and progress. Manufacturing involves the process of transforming raw materials into finished products across industries and geographies. This is where TeamSupport’s unique features come into play.

Manufacturing 40

Manufacturing Social Media Customer Satisfaction Technology 40

Customer Think

JULY 4, 2023

In a time of rapid change and intense competition, it is crucial for companies to adapt to the digital revolution, and manufacturing companies are facing significant transformations. The importance of embracing digitalization and automation for manufacturing companies to survive and thrive in the modern business world has never been bigger.

Manufacturing 98

Manufacturing Technology Technology 98

C3Centricity

JUNE 2, 2021

A major computer manufacturer used to price their line of PCs 10% higher than the competition due to their brand, perceived status and support. Pricing is dependent on selling to the MRO (maintenance repair and operations) channel or OEM (original equipment manufacturer). Price according to the Market Lifecycle.

Manufacturing 130

Manufacturing B2B B2C Start-ups 130