BM565 - Customer Experience in the Digital Business - Report Review

This report explores the pivotal role of customer experience in digital business, highlighting the importance of technologies like CRM, cloud computing, and AI-powered chatbots in enhancing customer satisfaction and loyalty. It discusses the evolution of customer experience from traditional direct marketing to personalized online interactions, emphasizing the use of e-commerce business models such as B2C, B2B, and C2C. The report also examines decision-making and quantitative theories in the context of digital business, providing examples of organizations leveraging these technologies to improve customer engagement and business effectiveness. This analysis showcases how digital consumer experience underpins online interactions, offering personalized services and effective complaint resolution, ultimately strengthening the relationship between companies and consumers. Desklib provides access to similar solved assignments for students.

DIGITAL BUSINESS &
NEW TECHNOLOGIES

Table of Contents.
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
TASK 1............................................................................................................................................3
Importance of technological topic...............................................................................................3
Development of technological topic, past and present development of the important of
customer experience for digital business.....................................................................................4
Describing about technological and for what it is used for.........................................................4
Technological platform, apps, software version..........................................................................4
Organization which uses ccustomer experience for digital business...........................................5
Customer experience for digital business used as a business tool and being effective...............5
TASK 2............................................................................................................................................5
Giving Examples of old and new emerging theories on business and management...................5
Various e- commerce business model use for conducting business online are as follows:.........6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Digital business uses various technologies as for creating the value for the business. As
with the emerging new trends various new technologies is inventing and helping business by
making the resources with their production and helps in strengthening the internal capabilities
which supports the operations of the businesses. For completing this report the chosen topic is
importance of customer experience for digital business. The provides various benefits for
conducting business with using online platform and helps in increasing sales and profits of
various companies. Digital consumer experiences is the experiences which refers to the
combining of the total of the online transactions and interactions a consumers mainly engages
with while purchasing the products.
MAIN BODY
TASK 1
How important is customer experience for digital business (topic)
Answering the following questions:
Importance of technological topic
Consumer experience so important as it helps in ensuring the costumers with feeling
valued and unrestored by the company as by engaging the business and purchasing from the
online store. It refers to the experience with collecting of various points while interacting with
the brand online as while inquiring while purchasing the product also evaluating the product for
purchasing. It is defined as the process of purchasing and selling of various goods and services
by using this technical tool. Consumer experience is very important as it helps business in
reaching to wider audiences with promoting loyalty and helps in reaching the consumers as for
encouraging the brand and the company. As for consumer experience CRM consumer experience
management was started in 1970 for direct marketing, as when consumer satisfaction was
initially evaluated by surveying consumers (Koechlin, 2020). The digital consumers is the
journey being experienced by the consumers while interacting with the companies as for
purchasing the products online while using the e-commerce platforms.

Development of technological topic, past and present development of the important of customer
experience for digital business
While the introduction of the digital business, the consumers has great experience with the invest
of digital business, as it has provided various opportunities as for clearing various doubts with
operating business online. Digital business has given the opportunity to give feedback the
product the ascertaining company. As when there no digital business in the past times,
consumers generally are not able to experience the personalization of the products which is being
available by suing the digital business technology (Kumbhojkar and Menon, 2022). Also, it
helps in providing various products under one roof as or purchasing commodity according to the
preferences with the suitable prices. Also with digitalizing with the business it saves times of
consumers with making more convenient available of all the products by choosing and
purchasing products online the products from using online platform.
Describing about technological and for what it is used for
Customer experience for digital business describe about the experience by feeling valued
with using a particular online platform as for reaching and establishing satisfying the customer
journey. Customer experience technologies are namely the CRM it is the tool which is used for
nurturing the relations between consumers and company as by addressing various complaints.
Also, customer data management used for making the tad for consumers for the company,
omnichannel technology responsible for maintaining conversations across all the channels for
providing better experiencing to all the consumers (Marchau and et.al., 2019). Also, for
providing better consumer experience companies use AI it helps in addressing about the
problems for all the consumers for answering the questions to all the consumers.
Technological platform, apps, software version
Various technological apps, platforms and the software versions help in improving the
consumer experience are as follows:
The cloud: The cloud is the technology which helps various business as for defining and
improving the experience of the customers. This helps the consumers by constantly occurring
with the positive experience by continuously managing various interactions.
Chatbots: These technological platform helps in researching about the consumers are willingly
waiting for answering for the questions raised by them. These is the AI technology which is

designed for engaging various humans with conversations over Internet. These platform helps in
quickly responding to conquer queries by fulfilling all the consumer demand.
Voice capabilities: these platform helps in providing the fast experience to consumers as for
shopping online. By using the voice command consumers engage and consumers by leveraging
positive feedback and making easier and more seamless task by offering broader loyalty.
Organization which uses ccustomer experience for digital business
E bay: Is using the cloud software as by using it helps in managing all the services and
data providing as by securing transactions of all the consumers with managing the business
technologies.
Deeper Insights: it is the UK company which is using the chat-bot technologies as for
providing the customer insights.
Google and apple: are the organization using voice capabilities / recognition which
mainly have voice capabilities application this helps in recognizing the voices of individuals as
for performing various task, also by smart message and checking the stuff by just picking ad
recognizing the voice (Mihardjo , Sasmoko and Rukmana, 2019). The google have Google
assistant for recognizing the voice of the individual. Also the apple have Siri which recognized
the voice of individuals and performs various action juts by specking hey Siri.
Customer experience for digital business used as a business tool and being effective
Customer experience for the digital business is regarded as the tool which helps in
making ensures for all the transactions and experiences by smoothing the interactions between
the company and the consumers as for satisfying the shopping experiences. Digital consumer
experience is the journey which underpins various interactions on the online platform as it helps
in proving various services to consumers as by solving thoroughly complaints, offering
personalized services (Van Nguyen, McClelland and Thuan, 2022). This is the importance tool
for the business as it helps in handling all the complaints and all the hindrances by concerning
and effectively answering all the problems to consumers.
TASK 2
Giving Examples of old and new emerging theories on business and management
Decision Making Theory: Decision-making theory are of two types mainly rational or
normative and behavioural. The normative theory is concerned with taking and identifying the
optimal decisions. Individual uses the self-interest for making various choice this will helps in

providing benefits. Making choices by considering various options available. Also, various
decisions are influences by the behaviour of the individuals as of personality, values for making
rational choice and decisions. As for instance consumers make various decision and theory
experiences. As by using this theory helps in making the decision of using it and providing mor
better consumer experiences. The nature of digital technology is mainly deriving all the decision
and consumer experiences with providing fast experience as by adopting digital technologies in
business. Technologies such as Internet and the cloud helps in providing better consumers
experience and taking decisions with more established manner. As by using this theory helps in
relating the technology as of digital relationship management, as of managing the consumer by
controlled the data as for providing the better customer service for satisfying consumers with
high context.
Quantitative theory: The quantitative management theory is the tools which is used as
for solving various complex problems and issues as by assisting into various management
decision-making processes. As by using this theory helps in solving various problems as of
valuing inventory, production and scheduling of HR, producing, planning (Rasmussen, 2019).
This theory is mainly used as for assisting various decision-making as by facilitation into
decisions thinking.
Various e- commerce business model use for conducting business online are as follows:
E business is generally termed as electronic business which is done with using internet
via online platform. It is the process of selling and purchasing of various goods by providing
digital consumer experience by satisfying all needs with customer support services. E commerce
business models is mainly used as for increasing sales of various products offered by businesses.
by using al these models helps various consumers and businesses as for selling and purchasing
products via online. Choosing right e commerce model for the company and firm is very
important as by identifying target market of the business and focusing on opting appropriate
premises helps in choosing model as for maximising revenues of firms.
Consumer-to-Business (C2B): It is the online business model which is used for
conducting business on the online platform. it mainly specifies where consumers conducting
business by offering various products and services to other business with exchanging the
payment and cash as by offering various products o firm and other business (Robra-Bissantz and
Lattemann, 2019). Various companies are using this model as for examples google adenese,

Amazon as by purchasing various products from consumers as where individual displays there
ads and advertise on sites by exchanging the fees and commissioned to offer various selling
services of the consumers products.
Business-to-Business (B2B): Business to business is the business model which take
place between two companies as by purchasing raw material or products from another company
and further used for manufacturing purposes. It is the model which is used for conducting
business by using online platform as of e-commerce where one business sells set of number of
various products to the other. As this business is mainly conducted as for marketing and selling
the products a for managing various order of the business as by creating opportunists by
connecting with various business as distributors and suppliers. As for examples: Apple
emphasising in the relationship with the Intel , Panasonic and other technology such as micron.
Consumer-to-Consumer (C2C): this business model comprises of selling the goods
from one consumer to another via online platform. The purpose of this business model is where
the one party sells directly to the buyers as by spending the amount as of building relations as if
maintaining store from on online platform. Example: E bay is an online site which facilitates
auction for purchasing and selling products.
Consumer-to-Administration (C2A): Consumers to administration emphasising on
transactions taking place between consumers and administration on online platform. it takes
place between various individuals and public administration (6 Types of eCommerce Business
Models, 2022). This business model helps in posting and asking various queries directly from the
administrations regarding various public organisations and governmental institutions. Example:
as by paying various taxes, educational fees for acquiring knowledge through governmental
colleges.
Business-to-Consumer (B2C): This online business model mainly suggests of selling
products to consumers to the general public. It mainly emphasising on selling the products to
ultimate consumers without the middleman. these are mainly the online business personal or
retailers who is selling business products to ultimate consumers with using the internet and
online platform. Example: Walmart is using B2C online selling of products directly to consumers
without any intermediary or middleman.
Business-to-Administration (B2A): These are business transactions which take place
between business and governmental administrations or public bodies. The dealing and business

is done via internet online (Winkenbach and Janjevic, 2018). Governmental institutions use
various websites as for exchanging information and communicating with companies or different
organisations. Example: as the local bodies purchases security system with using online platform
through internet. Also taking various services as of taking legal services, fiscal measures etc.
CONCLUSION
From the above report it can be concluded that ccustomer experience for digital business
is the important technology which helps various business as for providing and satisfying
consumers by digitally handling all the queries and solving quickly. By using this it helps in
Engaging about all the consumers are valued and understood by the company from which it is
purchasing all the products. Various software apps and technological software are available the
curd, voice capabilities, chat bots. Various organization are also using these apps and
technologies as of apple, google and Deeper Insights. Also, by using the decision-making theory
and quantitative theory helps in determining relations between digital technologies. Various e-
commerce model helps in transacting business online as of Business 2 Business , Consumer 2
Business , Business 2 Consumer , Consumer 2 Consumer , Business 2Adminstrtaion , Consumer
2 Administration .

REFERENCES
Koechlin, E., 2020. Human Decision-Making beyond the rational decision theory. Trends in
Cognitive Sciences. 24(1). pp.4-6.
Kumbhojkar, N .R. and Menon, A. B., 2022. Integrated Predictive Experience Management
Framework (IPEMF) for Improving Customer Experience: In the Era of Digital Transformation.
International Journal of Cloud Applications and Computing (IJCAC). 12(1). pp.1-13.
Marchau, V. A and et.al., 2019. Decision making under deep uncertainty: from theory to practice
(p. 405). Springer Nature.
Mihardjo, L. W. W., Sasmoko, E. and Rukmana, R. A., 2019. Developing Co-creation-driven
innovation: the role of customer experience orientation and organizational agility. International
Journal of Recent Technology and Engineering (IJRTE). 8(2-9). pp.727-734.
Mihardjo, L., Sasmoko, S., Alamsjah, F. and Elidjen, E., 2019. Digital leadership role in
developing business model innovation and customer experience orientation in industry 4.0.
Management Science Letters. 9(11). pp.1749-1762.
Rasmussen, S., 2019. Toward a quantitative theory of the origin of life. In Artificial life (pp. 79-
104). Routledge.
Robra-Bissantz, S. and Lattemann, C., 2019. Digital customer experience. Springer Fachmedien
Wiesbaden.
Van Nguyen, A. T., McClelland, R. and Thuan, N. H., 2022. Exploring customer experience
during channel switching in omnichannel retailing context: A qualitative assessment. Journal of
Retailing and Consumer Services. 64. p.102803.
Winkenbach, M. and Janjevic, M., 2018. Classification of last‐mile delivery models for e‐
commerce distribution: A global perspective. City Logistics 1: New Opportunities and
Challenges. pp.209-229.
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6 Types of eCommerce Business Models. 2022. [Online] Available through: <
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