Digital Transformation And Customer Experience
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Digital Transformation In The Customer Experience
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Author : Mohammed Majeed
language : en
Publisher: CRC Press
Release Date : 2025-02-10
Digital Transformation In The Customer Experience written by Mohammed Majeed and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-02-10 with Business & Economics categories.
Technology is an indispensable part of the business world with firms using digital platforms to gain/create, maintain and deliver customer experience, especially post-pandemic. Digitization involves the comprehensive integration of digital technology into all facets of a company’s operations, yielding heightened value for customers. This book, Digital Transformation in the Customer Experience, looks at how digital transformation can help both service and manufacturing firms to deliver better customer experience. This book will enhance readers’ understanding of the disruptive technologies that have brought businesses to their current digital state, including social media, artificial intelligence (AI), big data, machine learning, and the Internet of Things (IoT). Numerous examples and exhibits are employed to illustrate the book’s comprehensive digital framework. It presents case studies of digital implementation across diverse industries and provides implementation templates for businesses. Designed to support careers in consulting and the execution of digital strategies within companies, the book covers all essential aspects. To offer insights into practical digital transformation in real-world scenarios, the book incorporates case studies and examples spanning various industries. Its organized structure makes it accessible to students, instructors, and junior and mid-level executives. Furthermore, the book seeks to disseminate novel technical concepts and features that can be integrated into daily life for the betterment of society. The book addresses important questions such as the relevance of e-service quality in customer satisfaction and loyalty, impact and effect of adware, malware and spyware on the digital environment, the Internet of Everything in marketing, digital entertainment, digital transformation in healthcare and more. The book also covers the impact of digitalization on education, finance and banking as well as the hospitality industry. Sensitive topics like the influence of Facebook on consumer engagement and the impact of social media marketing communications on teenagers’ attitudes, etc. are also addressed in the book.
Strategies For The Digital Customer Experience
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Author : Batat, Wided
language : en
Publisher: Edward Elgar Publishing
Release Date : 2022-05-06
Strategies For The Digital Customer Experience written by Batat, Wided and has been published by Edward Elgar Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-05-06 with Business & Economics categories.
This innovative book proposes a conceptual framework to integrate the ecological and tourism aspects of Protected Area regulation, assisting decision-makers to develop contextually effective laws and management plans that avoid over-regulating or under-regulating tourism, given the areas' ecological profiles.
Data Driven Customer Experience Transformation
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Author : Mohamed Zaki
language : en
Publisher: Kogan Page Publishers
Release Date : 2025-04-03
Data Driven Customer Experience Transformation written by Mohamed Zaki and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-04-03 with Business & Economics categories.
We are living in an experience-driven economy, where the customer's experience is paramount and even beloved brands risk losing market share due to a single negative customer experience. In our technology-led, omnichannel environment, one of the biggest risks for brands is a lack of consistency in their customer experience across digital, physical and social channels. Data-driven Customer Experience Transformation provides insights and frameworks for creating delightful customer experiences across all three channels, by leveraging data and the latest technologies. Using cutting-edge research from the Cambridge Service Alliance, at the University of Cambridge, this book explores the importance of omnichannel customer-centricity across all sectors and takes you on a journey from setting your strategy, through designing and managing your customer experiences in real-time. It explores how AI can be used to identify opportunities and predict engagement, as well as how to use data to understand customer loyalty, forge stronger customer relationships and drive growth. By combining academic rigour with real-world examples from leading companies such as Microsoft, KFC and Emirates Airline, this book is the ultimate guide to designing and implementing an exceptional data-driven customer experience across all channels, whether you work in B2B, B2C or public services.
Handbook Of Research On Smart Management For Digital Transformation
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Author : Barbosa, Belem
language : en
Publisher: IGI Global
Release Date : 2022-03-11
Handbook Of Research On Smart Management For Digital Transformation written by Barbosa, Belem and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-03-11 with Business & Economics categories.
In a global and digital society, businesses are constantly being challenged by innovative and disruptive management strategies. The dramatic changes that took place in all corners of the world during the COVID-19 pandemic confirmed that companies need to update their resources and anticipate trends. The current changes introduced by digitalization offer endless innovation scenarios and strategic opportunities to companies but also demand an accurate and structured analysis of drivers, motivations, and determinants for success in this transformation. The Handbook of Research on Smart Management for Digital Transformation analyzes the drivers of digital transformation in businesses and assesses digital transformation success factors in the short, medium, and long run. This critical reference source is comprised of theoretical and empirical chapters as well as case studies on digital adoption by companies in different business sectors. Covering topics such as brand messaging, digital media platforms, and success determinants, this book is an essential resource for managers, researchers, educators of higher education, business students, digital strategists, business associations, communication and marketing agencies, entrepreneurs, and academicians.
Digital Transformation Roadmap
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Author : Hamed Taherdoost
language : en
Publisher: CRC Press
Release Date : 2024-06-03
Digital Transformation Roadmap written by Hamed Taherdoost and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-06-03 with Computers categories.
In a world undergoing rapid technological evolution, this is your indispensable guide to thriving in the digital age. Digital Transformation Roadmap: From Vision to Execution offers a comprehensive exploration of the Fourth Industrial Revolution by presenting a roadmap for leveraging technology to revolutionize businesses, strategy, and innovation. Embark on a journey that unveils the dynamic interplay between technology and business. Discover the evolution of tech life cycles, the significance of digital transformation, and the key domains of change reshaping industries. Explore strategies to gain competitive advantage, from reimagining business models to aligning digital visions with organizational goals. Experience a holistic approach to digital transformation. Learn how to empower employees, foster a culture of innovation, and navigate change adeptly. Delve into the world of emerging technologies such as AI, IoT, and blockchain, and harness their potential to open new avenues for growth. From cybersecurity roadmaps to measuring system performance, uncover essential practices to ensure the resilience and success of digital initiatives. Master the art of delivering exceptional digital customer experiences and harnessing the value of data. Whether you’re a business leader, strategist, or tech enthusiast, this book equips you with actionable insights, practical strategies, and a forward-thinking mindset to drive change and thrive in the digital landscape.
Digital Customer Service
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Author : Rick DeLisi
language : en
Publisher: John Wiley & Sons
Release Date : 2021-09-01
Digital Customer Service written by Rick DeLisi and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-09-01 with Business & Economics categories.
Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.
Elements Of Digital Transformation
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Author : Shailesh Kumar Shivakumar
language : en
Publisher: CRC Press
Release Date : 2023-12-06
Elements Of Digital Transformation written by Shailesh Kumar Shivakumar and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-12-06 with Computers categories.
Elements of Digital Transformation is a practitioner’s guide to the digital transformation process. It is also a guide for managers in today’s organizations that are accelerating digital transformation to modernize core technology capabilities and processes. The book discusses such key components of digital transformation as processes, principles and proven methods. It also covers such novel concepts in digital transformation as the first-time right framework, incident management transformation, digital factory, cloud migration, API-first approach and legacy modernization. Other highlights of the book include: A cloud migration framework along with a cloud migration methodology, rollout strategy and migration principles Principles and approaches for legacy modernization and process modernization Smart ticket management, smart problem management, proactive maintenance and ticket-avoidance architecture The novel digital factory approach to automate the software process Detailed case studies, a sample digital transformation exercise and a consulting exercise for digital transformation provide readers with real-world digital transformation scenarios and best practices. The book also discusses DevOps, automation and agile delivery models that help in digital transformation.
Leading The Customer Experience
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Author : Brad Cleveland
language : en
Publisher: Kogan Page Publishers
Release Date : 2021-05-03
Leading The Customer Experience written by Brad Cleveland and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-05-03 with Business & Economics categories.
DISTINGUISHED FAVORITE: NYC Big Book Award 2021 - Marketing & PR Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as AI and mobile. Failing to build the necessary strategy, culture and processes, they suffer from high costs, dissatisfied customers and brand damage. The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way. Leading the Customer Experience is easy to understand and imminently practical. It is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with B2B and B2C organizations in the private and public sectors. The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing or aspiring to better understand customer experience.
Hospitality Management And Digital Transformation
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Author : Richard Busulwa
language : en
Publisher: Routledge
Release Date : 2020-12-28
Hospitality Management And Digital Transformation written by Richard Busulwa and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-12-28 with Business & Economics categories.
Hospitality managers are at a critical inflection point. Digital technology advancements are ramping up guest expectations and introducing nontraditional competitors that are beginning to disrupt the whole industry. The hospitality managers whose organizations are to thrive need to get their organizations into a position where they can effectively leverage digital technologies to simultaneously deliver breakthroughs in efficiency, agility, and guest experience. Hospitality Management and Digital Transformation is a much-needed guidebook to digital disruption and transformation for current and prospective hospitality and leisure managers. The book: • Explains digital technology advancements, how they cause disruption, and the implications of this disruption for hospitality and leisure organizations. • Explains the digital business and digital transformation imperative for hospitality and leisure organizations. • Discusses the different digital capabilities required to effectively compete as a digital business. • Discusses the new and/or enhanced roles hospitality and leisure managers need to play in effecting the different digital capabilities, as well as the competencies required to play these roles. • Discusses how hospitality and leisure managers can keep up with digital technology advancements. • Unpacks more than 36 key digital technology advancements, discussing what they are, how they work, and how they can be implemented across the hospitality and leisure industry. This book will be useful for advanced undergraduate and postgraduate students studying strategic management, IT, information systems, or digital business–related courses as part of degrees in hospitality and leisure management; as well as practitioners studying for professional qualifications.
Digital Transformation Technology
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Author : Dalia A. Magdi
language : en
Publisher: Springer Nature
Release Date : 2021-08-23
Digital Transformation Technology written by Dalia A. Magdi and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-08-23 with Technology & Engineering categories.
This book is a collection of best-selected research papers presented at the Second World Conference on Internet of Things: Applications & Future (ITAF 2020) organized by Global Knowledge Research Foundation during 16 – 17 December 2020. It includes innovative works from researchers, leading innovators, business executives and industry professionals to examine the latest advances and applications for commercial and industrial end users across sectors within the emerging Internet of things ecosphere. It shares state-of-the-art as well as emerging topics related to Internet of things such as big data research, emerging services and analytics, Internet of things (IoT) fundamentals, electronic computation and analysis, big data for multi-discipline services, security, privacy and trust, IoT technologies and open and cloud technologies.