The Digital Service Transformation

Chezy Ofir and Nadav Goldschmidt

Chapter 8 in Customer Xperience Leadership:A Blueprint to Maximize Performance, 2024, pp 97-115 from World Scientific Publishing Co. Pte. Ltd.

Abstract: Technology is a game changer in service. It has revolutionized the way customers experience their interaction with companies. Historically, service quality was evaluated based on interactions with humans (face-to-face and phone). Over the past twenty years, the virtual world (online and self-service) has taken over the delivery of service. With advances in technology such as Artificial Intelligence, Augmented Reality, Self-service Robots, cloud computing, Apps, and social platforms, a radical, far-reaching, global service reformation is underway. The virtual world’s convenience, speed, and agility are replacing humans and becoming the customers’ first choice. It’s a trend that is only going to intensify with the younger, digital generations growing up and the continuous opportunities that technology is opening up…

Keywords: Customer Experience; Service-Leadership; Service-Related Technology (IOT; AI; AR); Hyper-Personalization; Customer Profitability; Measuring Experiences; Customer Journey; Customer Analytics; Human-experience; Self-Service (search for similar items in EconPapers)
JEL-codes: M1 M31 (search for similar items in EconPapers)
Date: 2024
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