How Does Digital Transformation Improve Customer Experience?

2021 ◽  
pp. 473-502
Author(s):  
Spencer Li
Keyword(s):  
Customer Experience ◽  
Digital Transformation

Corporates in the Digital Age

2021 ◽  
pp. 1519-1532
Author(s):  
Hammad Azzam
Keyword(s):  
Digital Age ◽  
Customer Experience ◽  
Digital Transformation ◽  
Data Driven ◽  
Essential Factor ◽  
Global Culture ◽  
Customer Interaction ◽  
The Way

A proposition for digital transformation of global groups into efficient enterprises is introduced. At the heart of the proposition is a transformational practice aimed at creating a customer-focused, data-driven global culture in any customer-serving company. The digital age has added a level of complexity to the way we acquire and serve customers. Doing a good job in the traditional channels is not enough anymore. Online is increasingly becoming the channel of choice with the two main customer-interaction paradigms: sell and service. And building a great customer experience is probably the most essential factor of success for both functions.

Phygital Customer Experience Mixed Approach of Augmented Reality and Customer Experience (DCX) in the Context of Heritage Tourism

2021 ◽  
pp. 238-253
Author(s):  
Nedra Bahri Ammari ◽  
Ines El Hassoumi
Keyword(s):  
Virtual Reality ◽  
Augmented Reality ◽  
Daily Life ◽  
Heritage Tourism ◽  
Customer Experience ◽  
Modern Technology ◽  
Digital Transformation ◽  
Heritage Sites ◽  
Primary Driver ◽  
Mixed Approach

What if customer experience was the primary driver of digital transformation? Indeed, new hybrid experiences have emerged thanks to daily-life technologies that fused both digital and physical worlds. This kind of experience uses applications and connected objects (IoT) to adapt and respond to consumer needs. Augmented reality and virtual reality are one of the most functionally and emotionally memorable phygital experiences that create value for customers. In this chapter, the authors chose heritage tourism as the study field for different reasons. While the adoption of augmented and virtual reality is gaining grownd, cultural heritage sites have started to consider the possibilities offered by these new and innovative technologies. This industry is starting to integrate AR and VR in several ways to attract more people. However, it is necessary to study how modern technology can be developed and implemented in a meaningful way to improve the tourist's experience. An AR- and VR-based mobile application has been developed and tested at Antonine's Baths in Carthage, Tunisia.

scholarly journals Digital transformation: harnessing digital technologies for the next generation of services

2019 ◽  
Vol 33 (4) ◽  
pp. 429-435 ◽  
Author(s):  
Mohamed Zaki
Keyword(s):  
Business Models ◽  
Digital Technologies ◽  
Customer Experience ◽  
Digital Transformation ◽  
Data Driven ◽  
Next Generation ◽  
Content Type ◽  
New Business ◽  
Market Opportunities ◽  
New Business Models

Purpose The purpose of this paper is to discuss digital transformation and its four trajectories – digital technology, digital strategy, customer experience and data-driven business models – that could shape the next generation of services. This includes a discussion on whether both the market and organizations are all ready for the digital change and what are the opportunities that will enable firms to create and capture value though new business models. Design/methodology/approach Providing services is a proven and effective way to secure a competitive position, deliver long-term stable revenues and open up new market opportunities. However, it is also clear that some organisations are struggling to digitally transform. Therefore, the commentary provides a brief insight into how firms explore the possibilities of digital transformation and navigate these uncharted waters. Findings Today’s digital technologies affect the organisation outside and in, enabling the creation of new business models and transforming the customer experience. The incumbents are acutely aware that they need to transform strategically – to build new networks and value chains. Originality/value This commentary extends earlier work exploring the digital disruption within services to highlight a number of connected areas: the challenges and opportunities of digital transformation at a strategic level, as well as understanding and enhancing the customer experience and seeing how new data-driven business models can underpin service transformation.

Corporates in the Digital Age

2019 ◽  
pp. 39-52
Author(s):  
Hammad Azzam
Keyword(s):  
Digital Age ◽  
Customer Experience ◽  
Digital Transformation ◽  
Data Driven ◽  
Essential Factor ◽  
Global Culture ◽  
Customer Interaction ◽  
The Way

A proposition for digital transformation of global groups into efficient enterprises is introduced. At the heart of the proposition is a transformational practice aimed at creating a customer-focused, data-driven global culture in any customer-serving company. The digital age has added a level of complexity to the way we acquire and serve customers. Doing a good job in the traditional channels is not enough anymore. Online is increasingly becoming the channel of choice with the two main customer-interaction paradigms: sell and service. And building a great customer experience is probably the most essential factor of success for both functions.

Digital Transformation in the Energy Industry

2021 ◽  
pp. 97-111
Author(s):  
Emiliano Sola ◽  
Viviana D'Angelo ◽  
Francesca Capo
Keyword(s):  
Business Models ◽  
Oil And Gas ◽  
New Technologies ◽  
Customer Experience ◽  
End Users ◽  
Digital Transformation ◽  
Energy Industry ◽  
Wide Range ◽  
The Face ◽  
The One

In recent years, digital transformation has begun to significantly affect the business landscape, disrupting existing business models. In the midst of this revolution, oil and gas retail companies are experiencing a strong transformation of the whole industry, which is also driving the transformation of their processes, assets, and people. In this chapter, the authors explore how oil and gas retail companies are trying to redefine their business models by providing end-users with a wide range of smart and connected solutions. The main purpose of this work is to analyse, in the face of the digital transformation era, the potential that new technologies can unleash in mature and commoditized industries such as the one of oil and gas retail. In particular, the present work focuses on the digital transformation strategy of fuel retail companies based on the improvement of customer experience.

scholarly journals The Impact of Digital Transformation in Singapore e-Tail Market

2019 ◽  
Vol 8 (11) ◽  
pp. 2320-2324 ◽  
Keyword(s):  
Online Shopping ◽  
Customer Experience ◽  
Digital Transformation ◽  
Primary Data ◽  
Business World ◽  
Innovative Strategy ◽  
Deviation Analysis ◽  
Shopping Experience ◽  
The Individual ◽  
The Impact

The radical and rapid customer shift from Bricks-and-Mortar retail to e-Tail (electronic retail) in the e-commerce landscape demands the enterprise to relook their business model by adding innovative strategy to survive in the highly competitive and digitally driven marketplace. To succeed in today’s business world i.e., e-business world, the e-tailers must focus on leveraging the right digital technologies for enhancing the e-customer shopping experience. In order to provide a better customer shopping experience, e-tailers need to seamlessly enable customers to quickly and easily locate their desired products/services both online and in-store. Retail industry is one of the few top segments that is projected to reap the benefits of today’s digital transformation waves. In recent years, a number of fundamental changes have occurred in the corporate world which have caused the emergence of Customer Experience Management as both a strategic field and a rapid-growing enterprise, complete with a wide array of tools and solution sets. This study aims to reveal the challenges experienced by Singapore customers during online shopping and identify the ways to overcome the customer challenges in online shopping which create the opportunities for web store owners. Given the importance of the data for this research, quantitative data has been collected though primary data source. The individual email of Singapore online shoppers has been collected and validated using the “Atomic Email Studio” Software. A structured questionnaire has been sent using Google forms. 164 samples were collected and considered for research. To attain the given objectives, the statistical tools such as Measure of Central Tendency, Standard Deviation, Analysis of Variance (ANOVA), Levey-Jennings Control, Correlation and Multiple Regression have been used. NCSS Version 10.0.5 software has been used in this research to execute the statistical and graphical tests. Customer Perceived Value (CPV), which is modern industry accepted measure of the Customer Experience, derived from customer responses to the questionnaire. The results highlights that there is a significant relationship between e-tail factors and Customer Experience

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