Applied Materials' Display Manufacturing Services

Overview

Collaborated with Applied Materials' product and sales teams to assess the customer experience and go-to-market positioning of their Display Manufacturing Services division — a critical segment serving display panel manufacturers across Asia and North America.

Approach

Conducted structured customer interviews and workflow analysis across key accounts to identify friction points in the service engagement model. Benchmarked Applied Materials against competing equipment service providers on response time, parts availability, and technical support quality.

Outcome

Delivered a strategic roadmap with prioritized CX improvements and service bundling recommendations. Key proposals included a predictive maintenance offering and a digital self-service portal, both identified as high-impact initiatives to improve renewal rates and customer retention.