Consumer Products

Experience and Engagement

Brand-building has long been important for consumer goods firms but today’s customers expect more than a traditional path to purchase. They prefer not to be sold to; guidance, education, and personalization are key. Technology platforms must support enduring multi-channel customer relationships built on both products and services. Serving ‘markets of one’ will be a goal for many.

Faster Innovation

The drive for individual customer experiences means that firms need to be able to adapt more quickly to changing market demands. Historically low barriers to entry for disruptive competition and the growing dominance of digital channels are increasing the need for speed. IT systems must be able to support faster rollout of innovative, differentiating new products and services.

New Business Models

Traditional sales models must adapt as new ideas like direct-to-consumer and ‘anything as a service’ grow. Technology provides the means for consumer goods providers to develop direct customer relationships that open the door to new business opportunities. Data will be key to provision of personalized experiences, but responsive, adaptable IT systems and processes are needed to maximize value.

Connected Enterprises

Whether digital-first or not, it’s more important than ever for consumer goods firms to coordinate and maximize efficiency across every process, from supply chain to manufacturing to sales & marketing. Manual processes must evolve to an integrated pipeline of automated software delivery. Automation is an essential element in the drive for maximum operational effectiveness.