Analyzing Digital Technology's Role in Customer Experience

This report examines the application of digital technology in managing customer experience, focusing on the case of TUI. The analysis explores various digital tools and strategies employed by TUI, including email marketing, website interactions, and the implementation of Customer Relationship Management (CRM) software. The report highlights how TUI leverages these technologies to understand customer preferences, build strong customer relationships, and gain a competitive advantage. Through the use of email, TUI communicates with customers to share offers and discounts, while their website provides a platform for customer inquiries and feedback, fostering a sense of connection. Furthermore, the report discusses the use of CRM software to manage customer data, personalize services, and address customer needs effectively. Overall, the report emphasizes the importance of digital technology in enhancing customer experience within the service sector and its role in driving business growth, particularly for companies like TUI operating in the global market. The report concludes by underscoring the significance of staying updated with emerging digital technologies like social media, mobile phones, and online games to meet evolving customer expectations.

To grow the business in global market it is important to adopt
modern digital technology for handling customer experience
within service sector. TUI which is a leading integrated
tourism group is adopting digital technology to bind loyal
customers for longer time period towards their services. By
doing so huge revenue can be accumulated in open market
place. The equipment’s which come under digital technology
are, social media (Facebook, Twitter, Instagram etc.), mobile
phones, multimedia, online games etc. Here, deep study is
done on how digital technology is making efforts to manage
the customers experience within TUI.
By E-mail: TUI connect with their potential customers through E-
mail which aid firm to understand their dynamic preferences in cut
throat competitive world. To overcome the switching ratio of
clients to other brands they frame unique tactics and services for
them on regular basis. Whenever, new services, offers or discount
is designed they aware their targeted customers through E-mail.
This raises market value in neck to neck competitive world which
is positive mark for the administration. For example: For TUI e-
mail act as a bridge which assist them to create strong and
transparent relations with consumers. Customer relationship
management (CRM) in an organization helps them to improve
their connections with the customers in intense competitive world.
By doing so firm is able to gain competitive advantages against
rivalry by serving them services according to their demand.
The explantation is done as follows: Through websites: TUI by
adopting this digital technology is able to pull customers
towards the service for longer time period. It can be done by
providing area on website platform where clients can either ask
questions or seek answer from opposite party. By this act strong
and healthy relation is build with the phase of time. Website is
a platform through which client is emotionally bind because it
resolve the quarries within no time. For example: By actively
solving the quarries on websites it creates positive image
regarding TUI in the eyes of the customer. CRM (customer
relationship management) helps to better understand the
emerging needs and wants of the customers. It leads to provide
them quality services as compare to rivalry.
By adopting software: In today's world there are numerous
software available in the market to manage customer
relationships with potential customers. TUI adopts customer
relationship management software in their working
environment to raise their sales volume. This ultimately leads
in maximization of huge profits. For Example: CRM (customer
relationship management) helps TUI to with hold targetted
consumers by working regularly on their feedback and issues.
This act assures them that their suggestions are valuable to the
firm. It directly or indirectly reduces consumers switching ratio
to other company in order to full-fill their emerging need and
want.
Managing the Customer Experience
Use of digital technology in managing
customer experience