Traditional industries are expanding into new activity areas. Most of all by expanded engagement with their customers, both in engaging with customers’ “eco systems” and in engaging customers into their own activitiy areas.

Creating a closer “working” relationship with customers becoming a member in companies’ engagement system – and a shared experience, an emotional connection going beyond the product.

Several dimensions move into focus:

Experience and participation become essentials beyond the traditional product concerns.

Customer journey transforms into a multi-stage quasi “collaborative”, participation-driven co-production towards the end products – providing customers with setting up their individual needs-based solutions. Factirs here are:

The experience of the interaction and the quality of the experience.

The range of interrelated interaction platforms, e.g. from planning online, chats, service lines, market visit and material and planning support on location.

On-time production, advanced technology and expanded services come together generating new ways of life