HP Innovation Journal Issue 15: Summer 2020 | Page 9

Christoph Schell
/ Chief Commercial Officer
WORK
THE STATE (AND RATE) OF CHANGE
The global pandemic changed the way people work, how companies
operate, and the way consumers behave, perhaps permanently.
we mobilized our 3D R & D centers and
partnered with the companies using our
technology for the industrial production of
face shields, mask adjusters, and bespoke
parts for ventilators. The ability to manufacture
critical goods near the point of
consumption has literally been lifesaving.
But the future of manufacturing will not
be a zero-sum game. Forward thinkers know
that we will need to strike a balance between
long and short supply chains, and 3D printing
will go deeper than parts production,
inspiring new ways of designing solutions.
The benefit of customizable manufacturing
that is less reliant on global logistics and less
burdensome to the environment cannot be
overstated for industries aiming to safeguard
against future disruption.
The number of Americans working remotely
leveled off at 62% in mid-April.
Source: Gallup Panel, 2020
MANUFACTURING
By 2021, 20% of the world’s top 100 consumer
goods companies will use 3D printing to create
custom products.
Source: Gartner
CONSUMERS
91% of consumers say they are more likely to shop
with brands that provide offers and recommendations
that are relevant to them.
Source: Accenture
Leading with trust to create
personalized customer experiences
Consumers currently face a bleak economic
picture as furloughs, layoffs, and
broad feelings of uncertainty abound globally.
It’s critical for retailers to act with
urgency, conviction, and empathy. Through
past economic downturns, successful businesses
took an active role helping clients
and customers re-architect their organizations
and lives. But even before this crisis,
PwC research showed that 59% of global
consumers felt that companies had lost
touch with the human element in their
customer experience.
The new customer journey will lead
with trust. Currently, only 38% believe
businesses are putting people before profits.
There is clearly work to be done, and a
significant opportunity lies within the tech
sector. B2B and B2C technology buying
decisions will merge as individuals take
a more active role in their home office
setups. As technology choices for work and
personal life become one and the same,
vendors will need to consider how products
can provide differentiated value, comfort,
and clarity for people during this complex
and uncertain time.
Right now, we are living through history.
My hope is that we use this moment to be
honest with ourselves about what we need
to carry forward and what we need to leave
behind. We have the power to create the
future we want. Just look around—we are
already in it.
INNOVATION/ SUMMER 2020
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