Manufacturing & Utilities: Riding the Customer Wave (and Trust)
In today’s world, customer relations have become the headline act for most factories and utilities. About 60 % say their relationships are better than they were three years ago—thanks to clearer, faster communications.
Public Brains Are Tightening Their Grips
Half of the surveyed firms (48 %) feel they’ve learned to give back to society, while 58 % attribute that success to creative product and service innovation that actually helps people.
Still, the research highlighted trust as the secret sauce for a solid customer connection: 80 % of respondents pointed to it as a key ingredient for staying faithful.
Dialing Up Digital For the Future
- One‑fifth are allocating money to digital tech to boost operations, which in turn should make life smoother for workers and customers alike.
- Digital transformation is seen as a game changer: 56 % say it’s essential for business innovation and improving offerings.
- About 44 % plan to automate routine tasks in the next three years, freeing up talent for bigger, braver work.
“The era of digital disruption is here, and companies need to keep evolving,” said Graeme Wright, CTO for manufacturing, utilities, and services at Fujitsu UK. He added that turning on the digital engine will let folks focus on what customers actually want—and build trust while doing it.
Automation: From Repetitive to Revolutionary
Why toil with dull tasks when you can have a robot do it? Wright pointed out that many factories still deploy skilled workers for monotonous jobs—a costly habit that skews engagement. As skills gaps grow, automation can shave costs and give staff the chance for more creative, impact‑driven roles.
Pro Tip
If you’re in manufacturing or utilities, think of digital as a safety net that lets your team jump into the entrepreneurial space, rather than looping the same conveyor belt routine.
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