Digitalisation trends in the manufacturing industry: rethinking the customer experience

1. End-to-end customer journeys: from initial contact to after-sales service

Customers today expect seamless digital experiences – regardless of whether they are configuring a machine, ordering spare parts or booking services. That is why modern companies in the manufacturing industry are increasingly focusing on end-to-end customer experiences that integrate all processes from initial contact to aftercare.

• Trend: Development of centralized customer portals that combine product configuration, orders, and service requests.

• Benefit: A consistent user experience and optimized processes ensure greater satisfaction and long-term customer loyalty.

2. Data-driven personalization: relevance in real time

Personalization is one of the keys to an outstanding customer experience. With the help of data analytics and artificial intelligence (AI), companies can now provide personalized offers and content in real time.

• Examples: predictive analytics for spare parts forecasts, AI-supported chatbots for support requests and intelligent product recommendations based on historical data.

• Benefit: Relevant interactions increase the conversion rate and strengthen trust in the brand.

3. Integration of ERP, PIM and digital twins

A seamless digital customer experience requires the connection of interfaces with backend systems such as ERP (Enterprise Resource Planning) and PIM (Product Information Management). In addition, digital twins – virtual representations of physical products – are gaining in importance.

• Use case: Customers configure a machine online and receive automated status updates from production after placing their order. During subsequent operation on the shop floor, a digital twin proactively monitors how it works.

• Benefits: Accelerated processes and a higher degree of transparency for customers and internal teams, as well as a reduction in manual errors.

4. Artificial intelligence for process optimization

AI is more than just hype – it enables a fundamental transformation of processes in the manufacturing industry.

• Applications: automated lead qualification in sales, visual search solutions in online shops and intelligent maintenance forecasts (predictive maintenance).

• Benefits: increased efficiency, reduced costs and a more precise alignment with the needs of different customers. 

5. Sustainable digitalization: flexible and future-proof

In a world of rapidly changing needs, it is essential that digital solutions for customers are flexible, scalable and sustainable.

• Trend: Cloud-based platforms enable companies to quickly adapt and develop digital touchpoints.

• Benefit: Companies can react faster to market changes and continuously drive innovation.

Conclusion: Customer experience as a strategic competitive advantage

For companies in the manufacturing industry, there is enormous potential in viewing customer experience not only as part of the digitalization strategy, but also as a central driver of growth and innovation. Whether through end-to-end solutions, AI-supported personalization or the integration of complex systems – the possibilities for better understanding customers and addressing them in a targeted manner are greater today than ever before.

Are you ready to optimize your digital customer experience? Contact us – we will help you turn your vision into reality!

Contact for your Digital Solution with Unic

projektanfragen.de@unic.com+49 89 43 77 80 90

Book an appointment

Are you keen too discuss your digital tasks with us? We would be happy to exchange ideas with you.

Contact for your Digital Solution

projektanfragen.ch@unic.com+41 31 560 16 16

Book an appointment

Are you keen to talk about your next project? We will be happy exchange ideas with you.

© Image: Stephan Dawson, Unsplash