For manufacturers, customer experience is no longer a differentiator, but a growth strategy. We’re proud to share that Perficient was selected as a company interviewed for Forrester’s May 2025 report, “Transform Your Manufacturing Extended Enterprise For Maximum Business Impact.” We believe being interviewed for this report underscores our leadership in helping manufacturers modernize their digital ecosystems to deliver seamless, scalable, and personalized experiences across the value chain.
Partnering With Manufacturing Companies As They Digitally Mature
At Perficient, we have a proven track record in integrating complex systems like PLM (Product Lifecycle Management), PIM (Product Information Management), and OMS (Order Management Systems) to streamline product content and availability.
As Forrester notes in the report, “As B2C digital experiences become more convenient and more B2B buying groups include younger members, manufacturers must curate, enrich, and distribute product content that supports compelling customer experiences at every touchpoint in the product buying group’s journey.”
Our client-centric approach addresses these real-world challenges in manufacturing CX — from abandoned carts due to inaccurate lead times to inconsistent product content across channels. We also regularly publish thought leadership on leveraging AI and generative AI to scale personalization and automate product data management.
“We’ve seen firsthand how aligning product data, systems, and customer expectations can unlock real business value, and we’re proud to contribute to the broader industry conversation on what it takes to lead in this space.” – Kevin Espinosa, Director of Digital Strategy and Manufacturing Industry Lead
Perficient’s Vision for the Manufacturing Extended Enterprise
Key insights the Perficient team provided in their interview for the Forrester report included the critical role content plays in customer experience, the responsible use of AI, strategies for overcoming organizational silos, the importance of inventory accuracy, and the path to digital maturity.
Perficient’s position is that these changes should be addressed with urgency, and we are well-positioned to offer expert guidance. Below are some brief perspectives on each of these topics.
Content is the Cornerstone of CX
Accurate, timely, and localized product content is essential to building trust and driving conversions. This is especially true in B2B and D2C manufacturing, where buying decisions hinge on technical accuracy and availability.
According to a recent Perficient survey of multiple manufacturers, commercial customers, and consumers of connected products, trust in a manufacturer is critical for the end consumers in making a buying decision. Providing consistent, accurate and up to date information about the products is a crucial first step in establishing this trust factor.
AI is a Game-Changer — But Only When Used Responsibly
Generative AI is transforming areas like product design, search, product descriptions and recommendations, virtual agents, agent assistance, coding, content creation, narrative reporting, and process automation, but human oversight remains critical. Our vision for the future of genAI includes agentic architectures where AI agents validate each other’s outputs and flag for human review, ensuring quality and compliance before content reaches the customer.
System Integration is the Secret to Speed and Scale
Manufacturers often struggle with siloed systems and disconnected teams. We’ve helped clients overcome these barriers by integrating PLM and PIM systems, establishing clear ownership models and creating enterprise-wide catalogs that reduce friction and accelerate time-to-market.
Syndication and Availability Drive Revenue
A number of our clients have experienced abandoned carts and dissatisfied customers when ATP (available-to-promise) and lead times are not available or inaccurate. Further, if the ordering experience is different online than the information received when calling an agent, the credibility of the brand is at risk. From ATP data to local inventory visibility, we help manufacturers ensure that what’s promised online matches what’s available in reality.
Maturity Matters
We help manufacturers assess and evolve their digital maturity, from foundational capabilities like centralized content management to advanced practices like AI-powered hyper-personalization and dynamic UI generation based on user personas.
Invest in End-to-End Digital Transformation for Manufacturing
We believe that Perficient being interviewed for the Forrester report is a validation of our commitment to helping manufacturers transform their extended enterprise for a differentiated customer experience. Whether you’re looking to modernize your product content strategy, integrate complex systems, or harness the power of AI, Perficient is the partner to help you lead with confidence.
Explore our manufacturing industry expertise and our portfolio of commerce and contact center capabilities that make an excellent customer experience a reality.
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