Delivering Frictionless Customer Experience in Manufacturing

The year 2020 brought unprecedented change across the entire manufacturing value chain, underscoring existing issues and revealing opportunities for growth. Delivering excellent customer care became difficult to achieve when the COVID-19 pandemic struck the globe. The swift move to remote work, agent shortages, rise in the number of interactions, delays in the supply chain, manufacturing, distribution, and, in many cases, tremendous business growth dramatically impacted customer contact organizations across industries. As a result, improving customer experience and satisfaction became a top business goal for 2021 across almost every industry.

As companies progress along their digital transformation path, they will need to look beyond the people, process and technologies elements. Collaboration with partners to create an ecosystem that works to benefit everyone involved is the key to providing a reliable and frictionless CX.