According to research conducted by Gartner, only 27% of companies create digital twins of customers.
A survey of 380 supply chain managers showed that 60% of them are already preparing or planning digi twins, but very few of them also remember their clients’ side. At the same time, the digital twin of the customer (DToC) plays a very important role in business. According to Gartner, it is “a dynamic virtual mirror presentation of the customer that simulates and learns to imitate and predict their behaviour”.
At the same time, DToC has huge potential. It can respond to changes in customer behaviour under different conditions, and provide incentives to support business growth and planning. It allows, for example, to test changes to materials, processes, or data outputs. And get information about how it affects customer activity.
By 2028, the digi twins market will exceed $110 billion, MarketsandMarkets predicts. Lack of awareness about the benefits of DToC will hamper the development of companies. This will greatly slow down their transition from a cost-oriented, reactive stance, to proactive strategies.
Incorporating customers into business processes will lead to success. Companies adopting a DToC approach expect improved supply chain agility and greater ability to mitigate risk.
According to survey respondents, what stands in the way of DToC implementation? They most often cited a lack of digital skills, protecting customers’ personal data, and concerns about a possible loss of their trust. The need to integrate and align supply chains in the data and investment sectors is also an obstacle.
Source: https://www.scmr.com/article/the-power-of-digital-twins-is-being-lost-as-customers-are-left-behind