01. Survey Report

The State of Customer Experience and Engagement Within Manufacturing

Momentum continues to build for manufacturing organisations to focus more deeply on their customer experience and engagement (CXE) strategy. With each passing year, the typical customer has evolved in ways that are impossible to ignore or neglect. A uniquely customised, relevant, and frictionless customer experience (CX) has become of particular interest to the modern-day client.

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As more organisations mobilise to step up CX efforts in hopes to enrich customer engagement and realise business growth, Columbus has teamed up with Copperberg to take the present pulse on CX in manufacturing.

Drawing on the survey responses of over 100 professionals who represent some of the world’s most important manufacturing industries, this report sets out to discuss:

  • To what extent are organisations within manufacturing industries focusing on CX today?
  • Which are the organisational challenges that hinder the progress of manufacturers in reaching their CX goals?
  • What are the key drivers of change behind CX transformation?
  • What is the future holding for those who put CXE at the centre of their business strategy?

The detailed findings of this survey report highlight where things stand now and what could change for those who prioritise investments in a robust CXE strategy.


Columbus helps ambitious companies transform, maximize and futureproof their business digitally.

Columbus is a global IT services and consulting company with more than 2000 employees serving 5000+ customers worldwide. We offer a comprehensive solution portfolio with deep industry knowledge, extensive technology expertise and profound customer insight. For more information, visit the website.

Copperberg creates original content, on physical and digital platforms, bringing together the manufacturing community in order to grow and build relationships globally.

On a daily basis, we work hard to improve, develop and innovate our concepts and original content in order to ensure the best hands-on, real-life strategies for all our community members. Our ambition is to provide ideas, networking, and industry exchange between peers that inspires and leads to action. For more information, visit the website.

CX shouldn’t be ignored for manufacturers, as has been seen throughout the pandemic, customer experience is impacting customer loyalty.