Businesses slow to implement digital twin of the customer ~
Most chief supply chain officers are failing to fully account for their customers in their current digitalisation plans, according to a survey from Gartner.
Gartner defines DToC as a dynamic virtual mirror representation of a customer that simulates and learns to emulate and anticipate behavior. A DToC can and should complement a broader DSCT. The relatively few CSCOs that are actively engaging in DToC pilots today are using the technology to help shift from a cost-centric and reactive posture to one that is instead proactive and growth-oriented.
Without an effective digital representation of their customers , CSCOs will be disadvantaged in driving growth. Expected outcomes of the DToC include transforming demand forecast accuracy, increasing responsiveness and improving the customer experience, among other benefits.
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