Takeaways:
-
Invest in integrated data and AI-driven insights. A connected data architecture is essential for real-time decision-making.
-
Modernize legacy systems with cloud-native solutions. Hybrid infrastructure should transition to a fully automated, composable technology stack.
-
Foster cross-functional collaboration. Breaking down organizational silos is critical for agility and innovation.
Across every stage of the customer journey — from awareness to service — many manufacturers perceive themselves as simply on par with the industry standard. This lack of differetiation creates what we call a “sea of sameness.”
Winning manufacturers are embracing a connected manufacturer approach: breaking down internal silos, integrating digital and physical touchpoints, and leveraging modern technology to move faster, adapt to market shifts, and unlock new revenue streams like aftermarket services.
For manufacturers who see the bigger picture and have embarked on their journeys of digital connectivity, we have created our Connected Manufacturer Maturity Framework, designed to help digital leaders measure their progress and identify the next steps in their transformations.
The elements of the Connected Manufacturer Maturity Framework
-
Data. Managing fragmented, siloed data and progressing toward an AI-driven, real-time decision-making system.
-
Technology. Transitioning from legacy, inefficient systems to a fully integrated, cloud-native infrastructure.
-
Teams. Moving from isolated teams to agile, cross-functional collaboration.
-
Processes. Shifting from manual, inconsistent workflows to fully automated, AI-enhanced operations.
-
Customer experience. Enhancing personalization and predictive engagement.
-
Channels. Achieving full omnichannel integration, unifying online and offline interactions.
For each of these elements, there are three maturity levels. Of course, organizations can be in multiple levels at the same time. An organization could be advanced in its technology but less mature in customer experience, for example.
The Connected Manufacturer Maturity Framework is a tool to assess, per element, where the opportunities lie to go to the next level. It reveals what steps an organization can take to progress toward maturity and, ultimately, becoming a connected manufacturer.
Our Connected Manufacturer Maturity Framework
Understanding each maturity level
Level 1: Disconnected
The organization operates in silos. Customer experiences are inconsistent, teams work independently, and systems are outdated and fragmented. Content and data are unstructured, and processes are largely manual. Overall, there is limited coordination, low efficiency and poor personalization.
How to move to the next level
-
Define and align your business to your vision, and define your related business case.
-
Establish cross-functional teams and new ways of working.
-
Map the customer journey across core stages in both sales and aftermarket. Identify friction across touchpoints
-
Invest in a content audit, and establish a strategy to define what content is required at each stage of the customer lifecycle.
-
Establish a data foundation to enable decisioning, personalization and new services.
Level 2: Partially connected
Progress has been made, but integration is incomplete. Some automation exists, cross-functional collaboration is emerging, and data systems are starting to connect. However, experiences are still not seamless across the customer journey, and scaling remains a challenge.
How to move to the next level
-
Deliver omnichannel journeys, ensuring every digital touchpoint (web, mobile, service portal, email, support) is connected and context-aware.
-
Structure teams around value streams. Evolve into agile, customer-focused teams that co-own business outcomes.
-
Transition to a modern, cloud native and composable enterprise architecture.
-
Establish an AI-ready data foundation with real-time data pipelines, quality governance and ethical AI usage.
-
Automate end-to-end value chains using AI and intelligent workflows — from sales to service to aftermarket support.
Level 3: High (fully integrated and connected)
The organization delivers seamless, hyper-personalized experiences that drive revenue and increase speed to value. Teams collaborate across functions, supported by a flexible, modern tech architecture. Content and processes are fully integrated and optimized with AI, and data is unified to drive real-time decisions and create new services.
Ready to become a connected manufacturer?
For this year’s edition of our Voice of Digital Leaders in Manufacturing report, we spoke with more than 100 digital leaders and decision-makers to provide a comprehensive view of the current state of digital maturity across the industry.
These organizations, each at a different stage in their journey toward becoming connected manufacturers, offer unique insights into the evolving industry landscape. Nowhere else will you find a more direct and representative account of how leading manufacturers are advancing digitally.
This report offers an unparalleled window into digital transformation as it unfolds. Download your copy today.
