The next horizon of customer service will be built on individual customer profiles, enabling companies to quickly resolve issues and even prevent them from occurring.

Industry 4.0 technologies let manufacturers integrate top-down performance management and bottom-up problem solving into business-as-usual routines—without replacing their current systems. The result? A virtuous cycle of improvement.

A more thoughtful balance between homegrown capabilities and outsourcing can help companies generate more value from an often-overlooked opportunity.