Customer-Centric Digital Transformation: How Businesses are Using Technology to Create Unforgettable Experiences

Abstract

This paper describes the integral role of customer centric digital transformation in growth of business and fostering of customer’s loyalty. Emerging technologies for customer acquisition and satisfaction are identified in this paper, they include AI, ML, IoT and omnichannel strategies. This paper has mixed method research approach ranging from qualitative and qualitative analysis polished with case studies of many leading companies such as Amazon, Starbucks and Netflix who has used these technologies and gained a major place in their respective industries. Key finding of this study reveals that use of technology help builds a personalized experience for customer and help business to predict the demand and manage future trends and manage their supplies accordingly, the studies show visible appreciation in profits and fame of companies who has acquired these strategies. This article also addresses challenges like workforce that can upskill and handle the latest technical tools and digital marketing, technology integration in the already existing system, its cost management is a major financial issue faced by the businesses and customer data privacy and security concerns toward this approach. This Article give suitable solutions addressing major problems to adopt this strategy for businesses and suggesting the benefits of customer centricity to organization to compete in today’s market and acquire more customers.