Digital customer experience

Most of the firms now agree that creating strong customer experience is becoming the most prioritized activity to attract and endure customers (Lemon, 2016). In previous research, the notion of customer experience is commonly mixed with customer satisfaction, customer loyalty, service quality and other related concepts.

12p viormkorn 27-09-2024 5 2   Download

This research aims to investigate the critical success factors of digital transformation for improving customer experience in organisations. Specifically, the research aims to (a) identify the critical success factors of digital transformation for improving customer experience, (b) develop a framework for facilitating the successful implementation of digital transformation towards improving customer experience in organisations and (c) provide organisations with some appropriate recommendations for improving the performance of digital transformation towards improving customer experience.

204p runthenight04 02-02-2023 6 2   Download

In this study, data is collected from employees of Indonesian ICT companies. Clusters were formulated, and respondents were selected randomly.

12p tocectocec 24-05-2020 33 0   Download

This paper makes an assessment on the impact of co-creation strategy as part of digital transformation in Industry 4.0 on supply chain management. We argue that the concept of strategy has shifted from the competitive strategy into co-creation strategy based on collaboration value.

10p tohitohi 22-05-2020 57 1   Download