As per a Gartner survey, most chief supply chain officers (CSCOs) could enhance their digitalization plans by considering their customers' operations.
Digital twins of customers (DToC) can significantly improve demand forecasting accuracy, customer experience, and the utilization of AI/ML tools. While 60% are exploring or planning to implement a digital supply chain twin (DSCT), only 27% intend to incorporate a DToC in their digital strategy. - DToC is defined as a dynamic, virtual representation of a customer that simulates and learns to emulate and anticipate behavior.
- Barriers to DToC adoption include unawareness of its transformational benefits, a lack of digitalization skills, and concerns about customer trust and data privacy.
- Beth Coppinger, senior director analyst in Gartner's Supply Chain Practice, emphasized the untapped potential of integrating a digital twin of the customer into supply chain strategies.
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