Enhancing customer experiences in the digital age

The A&D sector is at the forefront of integrating advanced digital technologies to enhance operational efficiency and customer engagement. Embracing these technologies not only helps optimize product lifecycle management but also can accelerate delivery to meet growing market demands.

• Customer relationship management adoption: 82% of A&D companies surveyed plan to or already utilize CRM systems to enhance customer relationships.²
• Artificial intelligence and machine learning (ML) utilization: 78% plan to or already leverage AI and ML to enhance customer experiences.³
• Generative AI (GenAI) investment: 46% of respondents are planning to invest, which could help them better focus on pioneering future aerospace solutions.⁴
• Digital twins: 24% currently use digital twins for precise simulations, which can improve product testing and validation.⁵
• Delivery speed: A commercial aircraft manufacturer reported doubling its delivery rates over the past two decades through digital advancements.⁶

E&C firms' digital tools are revolutionizing how projects are planned, executed, and managed, leading to enhanced efficiency and better client outcomes. These technologies facilitate more precise project forecasting and management, helping confirm that projects meet modern demands for speed and sustainability.

• Equally prioritized technologies: 81% of respondents plan to use or are already using both CRM and AI/ML.⁷
• Generative AI: 72% of those surveyed have adopted or are planning to invest in GenAI, signaling a shift toward predictive capabilities.⁸
• Extended reality: 37% of respondents have adopted extended reality, transforming project visualization and execution.⁹
• Project efficiency: Digital tools can shorten project timelines and reduce costs through improved planning and execution.
• Customer interaction: Advanced technologies can be used to improve client communication and project deliverables.

Manufacturing is leveraging digital transformation to enhance efficiency across the value chain. High adoption rates of CRM systems and IoT technologies represent the sector’s commitment to integrating digital solutions that enhance customer satisfaction and operational agility.

• CRM systems: 96% adoption rate among respondents highlights the focus on customer relationship management.¹⁰
• AI/ML integration: 83% of those surveyed are utilizing or planning to invest in AI/ML.¹¹
• IoT utilization: 83% of those surveyed have adopted IoT, helping to facilitate real-time monitoring and predictive maintenance.¹²
• Operational efficiency: Some manufacturers report significant reductions in product downtime.¹³
• Customer satisfaction: Enhanced product quality and faster response times to market demands can help improve overall customer satisfaction.

¹Lindsey Berckman et al., "The future of the digital customer experience in industrial manufacturing and construction," Deloitte Insights, September 24, 2024.

²Ibid.

³Ibid.

⁴Ibid.

⁵Ibid.

⁶Ibid.

⁷Berckman et al., "The future of the digital customer experience in industrial manufacturing and construction."

⁸Ibid.

⁹Ibid.

¹⁰Berckman et al., "The future of the digital customer experience in industrial manufacturing and construction."

¹¹Ibid.

¹²Ibid.

¹³Ibid.

¹⁴Insights gleaned from interviews with industry executives and specialists conducted in July 2024.

¹⁵Ibid.

¹⁶Ibid.

¹⁷Berckman et al., "The future of the digital customer experience in industrial manufacturing and construction."

¹⁸Ibid.

¹⁹Ibid.