The Retail, Consumer Packaged Goods, and Manufacturing (RCM) industry stands on the cusp of a shift to a marketplace model, marked by overwhelming product choices and brand interaction channels. Notably, the COVID-19 outbreak has impacted the way stakeholders – both external (consumers) and internal (employees, partners) – transact on a daily basis and evolved RCM enterprises’ experience management practices.

Enterprises can no longer rely on traditional methods and business models to meet evolving consumer expectations. Enterprises are also viewing experience design as a key element of a sustainable growth strategy. To make the required shift in delivering a superior stakeholder experience, enterprises are embracing emerging technologies, along with new operating models and ways of working, to enable an iterative cycle that facilitates transformation at scale.

In this viewpoint, we explore how RCM enterprises can embrace digital to deliver memorable experiences focused on human-centered design.

Scope

Industry: RCM

Geography: global

Contents

In this viewpoint, we examine:

• The evolving experience landscape for RCM enterprises
  • Experience design adoption across industries
  • Benefits of experience design
• RCM enterprises’ adoption of next-generation operating models – the shift from customer experience to stakeholder experience
• The future of experience framework

Membership(s)

Digital Services

Sourcing and Vendor Management