Digital Business and Technologies: Transforming Customer Experience

This report examines the transformative impact of digital technologies on customer experience in modern business. It highlights the importance of aligning with technological advancements to improve working efficiencies and customer satisfaction. The report details how technologies like augmented reality, IoT, and AI-powered chatbots are reshaping customer behavior. It further discusses various digital platforms, such as social media and email marketing, used by businesses like Tesco to enhance customer engagement and loyalty. The analysis emphasizes the effectiveness of digital tools in conveying messages, resolving issues, and driving business growth, concluding that digital technology is essential for creating a competitive advantage and ensuring sustainability by providing superior customer experiences. Desklib offers a wealth of similar resources for students.

Digital Business & New
Technologies

Contents
Introduction............................................................................................................................................ 4
Part 1 ....................................................................................................................................................... 4
Part 2 ....................................................................................................................................................... 5
Conclusion............................................................................................................................................... 6
References .............................................................................................................................................. 7

Introduction
The technological advancement is increasing rapidly, due to which a need in the modern
business is generated to comply with such technologies effectively in order to improve the working
efficiencies and quality (Bandi and Kothari, 2022). The customer’s experience is key priority for any
business organization that should be improved by using the digital technology as it hold to provide a
better customer experience. This report will be based on that how ha the technology transforming the
customer’s experience through latest or innovative technologies. The reason to choose this topic will be
described with the technological description, tool efficiency and business that adopt it.
Explain importance of this topic
The chosen topic “ Digital Technology (how technological transforming the customer
experience through new technology)” is an important topic in the new era as it represent that how the
customer experience is changed with the coming of latest technology and how the innovative
technology impact the customer experience (Dashora and Saxena, 2022). The new technology such as
augmented reality, internet of things, mixed reality, virtual reality, robots and chat bots which are
powered by the artificial intelligence are transforming the customer behavior in a dramatically way. The
reason to deem this topic is to describe significance to provide a positive customer experience by
satisfying their needs at a reasonable price with good quality.
How has this topic developed?
The customer experience has become very crucial requirements for the organization due to
which the use of digital technology is become essential for all business enterprise. To give a better
customer experience and target the planned audience this topic has a great and huge importance to
discuss. It is vital for the business organization uses sorted and simple method for the current topic has
been developed(Dicuonzo and et. al., 2022). The technology has impact on the business s organization
by objectives are create to understand the use of latest technology to increase advantages in term of a
best customer experience, profit and best positioning in world wide.
Give a detailed description of the technology used in this topic and what it is used for
The daily life has been integrated by the artificial intelligence in which digital technology is
considered its main example as it hold the ability to improve the customer experience through
developing a good communication with the customers (Favoretto and et. al., 2022). Mostly organization
use the digital technology so that they can interact with their customers in order to identified their
reviews and thought that help the company to solve their issues and make improvement in their
services. Use of digital technology is increased with the objective to provide better services to customer
that make facilitate a good customer experience by helping with the certain issues and provide them
direction to purchase and using any product

What technological platforms and software are used in the topic?
Digital technology platform, are aspects or way that can be utilized by the business
organizations to conduct an interaction with the customer. It helps the company to improve their
relationship that lead to success of a business (Iazovskikh and Medison, 2022).There is various
platform of digital technology in this topic. These platforms include the social media, twitter, face book
and many more. For instance Tesco uses the Insatgram, face book and twitter to interact with the
customers and on these platforms the respective company also promotes their product or services.
These platforms provide assistance to the visitors who visit to increase their knowledge of visitors. This
technical advancement is created by using the artificial intelligence and natural language processing.
What type of business and organization uses the technology
The digital technology is vital as hold a greater potential number of the industries and business
(Karim, Swart-Opperman and Bick, 2022). Most probable business that can adopt digital technology is
Tesco. For example the respective firm using the digital technology so that it can enhance the
customer’s experience. Mark and Spencer is rolling out the artificial intelligence supply chain to all he
food stores. The respective firm is taking next step in modernizing their supply chain by taking use of
the machine learning and artificial intelligence for improving the availability while cutting the food
waste. The artificial intelligence helps the business organization in making the policies and technology
relevant for their visitors.
How is it used as business tool and is this effective
The digital technology in business has a greater importance as it work as a business tool. It
assist the business to grown without spending any money on the additional cost that can give customer
service with a better customer experience (King, 2022). It bring success in the organization as less time
and money is required that aid to make a firm and their employees more productive. Digital technology
help the business organization such as Tesco in conveying messages to the visitors as it generate leader
and also provide a good customer experience who come for purchasing their products. The digital
technology make it easy to answer thousand of the question quickly that does not even cost a penny. So
it has a high level of the effectiveness to improve the customer experience.

Impact of digital technologies, in relation to the chosen topic, on the development of new
theories that incorporate digital technologies
The customer experience is an essential element in the business that play vital role in the digital
transformation. Improvement and innovation in the customer experience is an essential element that
paves a path for the organizational success ( Mao, Wang and Li, 2022).
Impact of the digital transformation on customer experience
Digital technology or technological transformation within the organization has become very
vital to improve the customer experience and attract new customers. An organization develops their
plan to structure and process management as well as the business practices for which they need
innovative and latest technology to comply with. There are many structures and theories are created
with the organization with the objective to accomplish their goals. However to deal with the best
business models, creativity is required that comes from the digital technologies. Therefore, different
theories of the detail marketing are mentioned below:
Email marketing
It can make the people on your email list for the aware of new goods and services in the market
and also about new update about the product discounts and services on that. It can also said that with
the help of this the email sender educate their customer about the brand and new fashion in the market.
Email Marketing is a very strong marketing channel that forms a digital marketing and direct marketing
that uses email to advertise or promote their business or services (Pantano and Willems, 2022).
It plays a vital role in your marketing strategy with brand advertisement, relationship built, lead
gathering or keeping customer in contact to purchase a product through email marketing. Customer
experience is that you give your consumer, which helps in to improve your customer experience, review
and increase company’s product. Email marketing or utilizing email is a perfect way of creating a
customer experience for your customers. With this you can place customer from they sign up on your
website.
Content promote a positive experience such as Welcome email, Incentive on discount, Confirmation,
Thank you message, Reward message, Contest
Feedback. For Example, Tesco is increase their business through Email Marketing, according the
estimates Tesco send email 16M to 20M per month to their customers or subscribers. This email
blitzing increase all of its market rivals combined and it send 4 million subscribers or customers every
day.
Tesco see emails as their important strategy of online marketing as a result of that, according to
research about 60% of their online profit comes from email. It is the targeting service of company to
their customers.

Social media theory
This theory states that the business organization should follow the effective marketing channels
by adopting digital technology that is transparent and contain a unique way to interact with the people
(Türkmendağ, 2022). These platforms should be helpful and supportive in engaging the customer to the
business organization. Whether the experiences are negative or positive, many customers use she social
media as through this they express their feedbacks and reviews. With the help of social media customer
become able to access world of the information at their fingertips. As when they seen any authentic
brand, then they value the time take for building the connection, which can later transform in to the
customer loyalty. In previous times, Organizations were used the advertisement through news paper
and other magazines. But nowadays, companies use the social media to promote their product and
service. It makes their marketing effective as many people are engaging on social media that provide a
competitive advantage to the business organizations. Social media impact the local prospects which
should be thoroughly discussed. Social media is a key battleground that allows Tesco to engage the
customers and drive the reach of their message. Brand used the social listening to gauge what their
customer wants and to tailor their offer accordingly.
Implementation of the digital technology improve the organizational performance and many new ideas
are utilized to accomplish the business goals. For instance, different platform of the digital technology
help to resolve the customer’s issues quickly. It practices of business improve the customer experience
and also eliminate the requirement of additional staff or workforce.
So to complying with the classical management theory with plan to initiating latest technology will
connect or link with the profit’s plan, tries to implement best leading styles using that initiation of the
technology can be planned very easily and applied to improve the customer experience.
Digital transformation has potential to influent virtually all the aspect of a business. It will likely to
have most important impact on the customer experience. These impacts are mentioned below:
 Make information available online- When an organization used to primarily the save data
locally and security have made it very common practice to use the online method. It makes this
more convenient for the customer to find information that they want and frequently eliminates
the requirement to speak with the employees. For instance, many online retailers like Tesco now
allow its customer to access the detail regarding their past purchase through company’s website.
 Focus on providing value- When a business adopts a new technology, ten they need to taken in
to account to provide a good value t the customers. If the objective is to create a better
experience, company should make ensure that their all action they take towards the digital
advantages them in same way.

Conclusion
From the above report it is concluded the importance of digital technology for future in
businesses that may lead to sustainability by providing a better customer experience. In this report the
topic has been chosen is “transformation of customer experience through ne technology” that has
discussed effectively about with its role on business organizations. In this the digital technology has
been explained in an effective manner that created a better knowledge to understand in relation of
customer experience. In this analysis, it is examined that the relation of digital technology is very
effective with the business management that help them to create a better customer experience. So it
created a better understanding for the technical requirement in business to gain a competitive
advantage. Therefore, it is identified that the digital technological is very essential for every business
organization as it make enable the companies to provide a better customer experience efficiently.

References
Bandi, S. and Kothari, A., 2022. Artificial Intelligence: An Asset for the Financial Sector. Impact of
Artificial Intelligence on Organizational Transformation, pp.259-287.
Dashora, J. and Saxena, K., 2022. Effect of Artificial Intelligence on Human Resource Profession: A
Paradigm Shift. Impact of Artificial Intelligence on Organizational Transformation, pp.57-71.
Dicuonzo, G and et. al., 2022. The role of transformational entrepreneurship in managing a digital
platform: the case of Yamamay. Journal of Strategy and Management.
Favoretto, C. and et. al., 2022. From servitization to digital servitization: How digitalization transforms
companies' transition towards services. Industrial Marketing Management, 102, pp.104-121.
Iazovskikh, A.L. and Medison, V.V., 2022, January. Transforming the preproduction engineering
system for aviation wheel production. In AIP Conference Proceedings (Vol. 2456, No. 1, p.
030013). AIP Publishing LLC.
Karim, M., Swart-Opperman, C. and Bick, G., 2022. Robotics at dimension data: friend or foe of the
human in process automation?. Emerald Emerging Markets Case Studies.
King, K., 2022. AI Strategy for Sales and Marketing: Connecting Marketing, Sales and Customer
Experience. Kogan Page Publishers.
Mao, Q., Wang, R. and Li, Z., 2022. Research on the Influence of New Energy Vehicles Industry Eco-
business Model on Brand Competitiveness. In IEIS 2021 (pp. 24-36). Springer, Singapore.
Pantano, E. and Willems, K., 2022. Retail in a Brand-New World. In Retail in a New World. Emerald
Publishing Limited.
Türkmendağ, Z., 2022. Understanding Big Data and Techniques in Cultural Tourism. In Handbook of
Research on Digital Communications, Internet of Things, and the Future of Cultural
Tourism (pp. 121-137). IGI Global.