Playbook : Transforming Customer and Partner Experiences in Retail, Consumer Packed Goods (CPG), and Manufacturing Industries
Viewpoint

20 Mar 2023
by Abhishek Mundra, Sangamesh Kadagad

Enterprise advances on the technology maturity curve are improving the experience for both customers and stakeholders such as partners, employees, and the larger community. Retail, Consumer Packed Goods (CPG), and manufacturing firms that once focused on products for customers are shifting their attention to omnichannel experiences, rapid delivery, digital watermarks, social commerce, and sustainable packaging.

The rise in cloud adoption and digital experience platforms, such as customer data platforms, is facilitating sophisticated product recommendations, personalized communications, dynamic content generation, and omnichannel experiences.

This viewpoint explores the key constituents of scalable customer and stakeholder experiences in the retail, CPG, and manufacturing industries. Enterprises looking to assess and adapt their experience strategies to create meaningful customer and stakeholder experiences will benefit from this strategic playbook.

Scope

  • Industries: retail, CPG, and manufacturing
  • Geography: global

Contents

In this report, we:

  • Define stakeholder experience
  • Discuss enterprise challenges in creating transformational experiences
  • Recommend a five-point framework for enterprises to future-proof experiences in retail, CPG, and manufacturing

Membership(s)

Enterprise Platform Services (EPS)

Sourcing and Vendor Management

 

Page Count: 19