Digital Transformation in Customer Experience and Behavior

Abstract

The objective of this study is to investigate the impact of digital transformation on customer experience, specifically focusing on personalization, customer support, omni-channel experience, customer analytics, and fraud detection. This study adopted a method approach that has qualitative analyses. This research aims to uncover the extent to which personalization, customer support, omni-channel experience, customer analytics, and fraud detection contribute to customer satisfaction and loyalty in the digital era. These factors are expected to play a significant role in shaping customer perceptions and behaviors in the context of digital transformation. Understanding the impact of digital transformation on the customer experience is crucial for businesses operating in today's competitive marketplaces. By investigating the factors this study aims to provide practical insights for organizations seeking to enhance customer satisfaction and loyalty through the effective implementation of digital transformation strategies.