RESEARCH REPORT

In brief

In brief

  • By the end of 2020, 71 percent of companies expect their supply chain function to be the key customer differentiator.
  • Supply chains that offer unparalleled customer experience will define future leaders.


Hyper-personalized supply chain

By the end of 2020, 70 percent of companies expect their supply chain function to be a differentiator, helping them win with new and existing customers in their respective markets. Why is that significant? Because supply chains that offer unparalleled customer experience will define the future leaders.

Organizations expect their supply chain function to be a differentiator

71% across industries

65% High-tech and Communications

Serving tomorrow's customer

Success in the digital economy requires responsive, flexible and fast-moving supply chains that support new customer experiences. Those experiences are essential to serve customers whose liquid expectations flow from the outstanding, personalized and relevant experiences provided by one service or organization to everything else that they do.

From vision to experience

Can high-tech businesses shift to a customer-centric digital supply chain quickly enough to satisfy those expectations? As challenging as it might be, no high-tech business can avoid the shift in customer expectations and the consequent impact on how their supply chain operates.

Serving tomorrow’s customer

Harness digital for hyper-personalized supply chain solutions. Place your customer at the heart of your operations

Deliver more than expected

Responsive, flexible and fast-moving supply chains are essential to deliver new customer experiences

A new supply chain vision

A vision is all about the art of the possible. it is only by taking a visionary approach that companies can see the transformation they need to make

Adapt the business model

New business models that drive differentiated value and new revenue streams

Develop digital operations

Smart technologies that automate repetitive and routine manual tasks, free people to focus on high value activities

Ride the wave

Wave 1:
Supply chain bets winning its customers’ hearts

65 percent of high tech companies expect their supply chain function to be a differentiator, helping them win with new and existing customers in their respective markets—this is no mean feat!

Wave 2:
Place your bets

Can high-tech companies shift to a digital, customer-centric supply chain quickly enough to satisfy those expectations? It is a challenging undertaking for companies to rotate to the customer sitting at the center of their operations.

Wave 3:
Serving tomorrow’s customer

Of course, it is not feasible to make a change of this magnitude overnight. But it is possible to create a vision of what a customer-service focused supply chain could be and focusing on transformational outcome. Working back from the vision, companies can avoid getting bogged down by today’s operational challenges and identity the gaps they can address to accelerate value creation.

Conclusion

A vision is all about the art of the possible. High-tech companies need to develop an ambitious supply chain vision. It may look very different from what is in place today. But it is only by taking a visionary approach that companies can see the transformation they need to make.

The transformation of the supply chain will not happen overnight. It is a phased journey that builds the strength of the core business to release investment in the new. By doing so, companies can make a wise pivot—continuously balancing investment and resource allocation between the core business and the new to synchronize innovation and growth.

About the Authors

Dave Sovie

Senior Managing Director – Global High-Tech Industry Lead


Kyoung-Ho Lee

Managing Director – Communications, Media and Technology Industry

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