Why for manufacturers the customer must be at the centre of the digital strategy

It’s easy to get obsessed with technology – it is the key enabler of today’s revolution – but the harder part of the transformation is cultural. It’s about putting the customer experience and their business outcomes at the centre of everything. That means realigning engineering, manufacturing and the supply chain around delivering a world-class sales and service experience. It means new thinking about optimising customer satisfaction and loyalty metrics such as Customer Satisfaction...