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. 

Access the report here. 

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. 

Colleagues from Perficient recently had the pleasure of attending the Michigan Council of Women in Technology’s (MCWT) Peacock Gala. This prestigious event celebrates, promotes and mentors women in technology, and we were honored to be part of such an inspiring evening.

The MCWT Peacock Gala is more than just a celebration; it’s a testament to the power of community and collaboration in driving change. The event brought together industry leaders, innovators, and advocates who share a common goal: to inspire and nurture the next generation of female leaders in technology. Through scholarships, educational programs, mentoring, and networking opportunities, MCWT is making a significant impact on the lives of many women and girls, and we are proud to support their mission.

Erin Rushman, General Manager of Perficient’s Customer Experience and Digital Marketing practice, shared her thoughts on the event: “It was inspiring to see so many talented women being recognized for their achievements and to witness the strong community that MCWT has built. Events like these are crucial for fostering a supportive environment where women can thrive in the technology industry.”

Our participation in the Peacock Gala underscores Perficient’s commitment to promoting diversity and inclusion within the tech industry. We believe that diverse teams drive innovation and that supporting women in technology is essential for the growth and success of our industry. By collaborating with organizations like MCWT, we aim to create more opportunities for women to excel in technology roles and to lead the way in shaping the future of tech.

Our involvement with MCWT and events like the Peacock Gala is just one of the many ways we are working to make a difference.

Customer experience remains a top priority for organizations worldwide to gain and retain business. Even one unsatisfactory experience can cause customers to turn to a competitor, causing estimated losses of up $1.6 trillion in the United States annually. On the other hand, good omnichannel experiences turn connections into lasting experiences, brands into trusted partners, and customers into life-long advocates.

IDC Market Glance: Customer Experience Services, 3Q24

Perficient is excited to announce that we have been included in the IDC Market Glance: Customer Experience Services, 3Q24, doc # US51521224, August 2024 report. According to IDC, “IT Services Providers supply services around technology advice, implementation and integration, management and support.”

Our strategists employ customer experience approaches including Journey Science, a part of our strategic formulation approach called the Envision Framework to help clients quickly identify opportunities, define a customer-focused vision, and develop a prioritized roadmap to transform their business. We believe our inclusion in this report recognition reaffirms our expertise leveraging digital capabilities to build seamless, personalized, and satisfying customer journeys.

Operationalize Your Digital Customer Experience Strategy

The future of customer experience is customer obsession. Our experts help you deliver ongoing and extraordinary value to your customers and reinforce and operationalize that experience through digital marketing. We help you understand your customers and their journeys and pair it with data to make your strategy more informed, measurable and action-oriented.

To learn more about how Perficient can help optimize your customer experience strategy and execution, visit Customer Experience + Digital Marketing Services / Perficient