Industry & Services

Looking at manufacturing through the consumer lens

At the same time, the objective is no longer to produce in large quantities with only the cost, quality and lead time issues at stake, but to adapt the production chain in real time in a flexible way to meet the increasingly targeted needs of customers. It is no longer mass production, but a manufacturing in customized batches which takes into account the personalization. More and more processes are therefore being rethought and automated, leading to the disappearance of certain jobs and the emergence of new ones that are more stimulating and more empowering. This allows the place of the human being at the heart of the industry to be revalued.

Profound changes are reshaping the service sector, which includes personal services as well as transportation and tourism. This vast sector is faced with often renewed competition, proposing rich offers, increasingly redesigned, notably with new entrants due to the liberalization of certain markets and the economic, health, local and international context. In order to stand out, it is necessary to rethink the answers, so as to centralize them on the users, certainly with a good quality-price ratio, but with a concern for the service rendered and for customer satisfaction.

Everything for an effective customer relationship

Customer relations are therefore the key issue in the services sector. Consumers, who are increasingly demanding, are looking for innovative, fluid and above all efficient experiences. Digital channels, such as applications or chatbots, are a lever, if they contribute to a successful experience. On the other hand, there is no way to avoid a real human contact and a state-of-the-art business application to solve a complex situation. More than 45% of consumers prefer to contact a company through a messaging application rather than by email (Ubisend).

What is at stake across these sectors? The energy and ecological transition, which must be taken into account in the transformation plans, due to the intensification of regulatory constraints and societal pressure. The short time in the long time.