Vanitha Sivasankaran Balasubramaniam,
Independent Researcher, PT Rajan Salai, KK Nagar, Chennai 600078, |
Dasaiah Pakanati,
Independent Researcher, Nlr District Andhra Pradesh,
|
Harshita Cherukuri,
Independent Researcher, Sangareddy, 502032, Telangana, India,
|
Om Goel,
Independent Researcher, Abes Engineering College Ghaziabad, |
Dr Shakeb Khan
Research Supervisor, Maharaja Agrasen Himalayan Garhwal University, Uttarakhand |
Aman Shrivastav,
Scholar, ABESIT Engineering College , Ghaziabad , shrivastavaman2004@gmail.com
|
Abstract:
In today’s fast-paced digital landscape, organizations are increasingly turning to digital transformation to improve customer experience and gain a competitive edge. Digital transformation involves the integration of digital technologies into all aspects of a business, fundamentally changing how companies operate and deliver value to customers. Enhancing customer experience through such projects is not just about adopting new technology, but about creating a seamless, personalized, and efficient experience for the customer at every touchpoint.
By leveraging technologies such as artificial intelligence, data analytics, and automation, businesses can better understand customer behaviours, predict their needs, and offer tailored solutions. Omnichannel platforms allow customers to interact with companies across multiple channels, ensuring consistent and cohesive interactions. Additionally, real-time data enables businesses to respond swiftly to customer inquiries, providing quick and accurate resolutions to problems. These improvements lead to greater customer satisfaction, loyalty, and retention.
However, digital transformation projects also present challenges, such as the need for organizational change, investment in new technologies, and staff training. Successful implementation requires a strategic approach that aligns technological advancements with customer-centric goals. As businesses continue to adapt, those that effectively integrate digital transformation into their customer experience strategies are more likely to thrive in a competitive marketplace, fostering long-term customer relationships and driving business growth.
Keywords: Digital transformation, customer experience, artificial intelligence, data analytics, omnichannel platforms, customer-centric strategies, automation, real-time data, organizational change, customer satisfaction, business growth.
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