Tell us about yourself and your role with Panasonic Connect.

I serve as Associate Director of Technical Operations for Panasonic Connect’s Process Automation business, where my team and I support manufacturers across a range of industries as they look to modernize and optimize their production environments. My focus is on helping customers solve real operational challenges, whether that’s improving throughput, increasing placement accuracy, reducing downtime, or supporting complex certification standards. A big part of my role today is ensuring customers have the right combination of technology, training, and ongoing support to meet rising expectations for their production lines.

Many manufacturers are rethinking operations to improve customer satisfaction. Where are you seeing the biggest operational shifts today and what’s driving those changes?

One of the biggest shifts we’re seeing is the move toward truly customer-centric operations. Manufacturers are reassessing everything from technology investments to service models with the goal of delivering more reliable, personalized experiences.

A few factors are driving that change. Customer expectations have evolved dramatically in recent years; companies want partners who understand their unique requirements and can support niche processes or compliance needs. At the same time, workforce shortages and supply chain volatility have pushed manufacturers to rely more heavily on automation, AI, and end-to-end software visibility to maintain quality and consistency.

Across the board, manufacturers are adopting smarter equipment, restructuring workflows for greater agility, and prioritizing stronger day-to-day relationships with customers to stay competitive.

As buyer expectations rise, what does “speed, precision, and customization” look like in practice on the factory floor?

Speed and precision today often come from the integration of intelligent machinery. For example, adding a next-generation SMT machine that delivers up to 104,000 components per hour with ±25 µm accuracy can dramatically increase output while maintaining the exacting quality standards customers depend on. This kind of precision gives customers confidence that their products are being built right the first time.

Customization is equally important. Many customers now bring highly specific requirements: component sizes, traceability needs, certification standards, or specialized materials. Modern equipment with greater component versatility allows manufacturers to support more complex builds on a single line, reducing changeover time and accommodating customer-specific variations without disrupting schedules.

Ultimately, speed, precision, and customization work together to help manufacturers deliver better experiences and win repeat business.

Manufacturers are under pressure to be more responsive and accessible. How is the shift toward local or regional support changing customer relationships and expectations?

The demand for local inventory and locally based service teams has grown significantly. Customers want partners who can respond quickly, whether that’s troubleshooting an issue, providing an application demo, or ensuring parts and materials are available when they’re needed.

Local support eliminates long wait times associated with international communication and travel, and it allows service teams to work side-by-side with customers in real time. That proximity enables faster problem-solving, more hands-on training, and a much closer alignment between customer needs and manufacturing operations.

As a result, customer expectations have risen. They now expect high-touch engagement, direct access to experts, and quicker turnaround when needs evolve. The manufacturers that invest in regional support capabilities are building stronger, long-term relationships because they’re simply easier to work with.

What strategies are manufacturers using to personalize their offerings without sacrificing efficiency or scalability?

Manufacturers are leaning heavily into flexible, intelligent technologies that make it easier to tailor production to each customer. Advanced equipment that supports a wider range of components or processes combined with software like MES systems enables teams to shift between product variations more seamlessly.

AI also plays a key role in scaling personalization. Predictive maintenance keeps lines running reliably, while data insights help manufacturers optimize workflows based on customer-specific requirements. This allows them to offer more tailored experiences without extending lead times or adding unnecessary costs.

Another strategy is integrating customer feedback loops directly into operational planning. Manufacturers that evolve their systems and processes around real customer needs end up with more efficient workflows and more satisfied customers.

Looking ahead to 2026, what operational priorities will matter most for manufacturers that want to stay competitive and deliver consistently better customer experiences?

Two priorities stand out for 2026. The first is building resilience and agility into operations. That means continuing to invest in automation, AI, and software that enable faster decision-making, streamlined changeovers, and proactive maintenance. Manufacturers that can consistently deliver speed and quality, even during uncertainty, will be best positioned to grow.

The second is strengthening customer relationships through more transparent, high-touch engagement. Companies increasingly want to work with manufacturing partners who can provide real-time insights and responsive local support. The manufacturers who prioritize close collaboration and align their operations accordingly will differentiate themselves in a crowded market.

As customer expectations continue to rise, the manufacturers that combine smart technologies with strong service models will be the ones maintaining trust and winning new opportunities in 2026 and beyond.

Scott Zerkle is the Associate Director of Technical Operations at Panasonic Connect, bringing more than 15 years of experience in process engineering, manufacturing process improvement, and business process improvement. Throughout his career, he has led initiatives that streamline operations, enhance production efficiency, and improve overall business performance. Known for his collaborative leadership style and passion for continuous improvement, Scott is dedicated to driving growth and operational excellence.

The content & opinions in this article are the author’s and do not necessarily represent the views of ManufacturingTomorrow

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