Exploring the Impact of Digital Transformation on Business Operations and Customer Experience

Authors

  • Kanaka Rakesh Varma Kothapalli Consultant, Data Services Layer Team, Yotta Systems Inc., Morristown, New Jersey, USA

DOI:

https://doi.org/10.18034/gdeb.v11i2.760

Keywords:

Digital Transformation, Business Operations, Customer Experience, Technology Integration, Innovation Strategies, Digital Tools, Change Management

Abstract

This study examines how digital transformation affects corporate operations and customer experience to determine its main pros and cons. Digital developments' effects on operational efficiency and customer happiness are assessed using secondary data from current research and case studies. Digital transformation enhances operational processes via automation, data analytics, and customer experience through customization, AI-powered support, and seamless integration across numerous channels. Significant challenges include high installation costs, business performance variation, and data privacy risks. The report proposes many policy consequences, such as providing financial assistance to small and medium-sized firms (SMEs), enforcing standard norms for data security, and encouraging research unique to different industries. These steps reduce difficulties and make it easier for enterprises to embrace digital technology. The goal is to enable organizations to fully use digital transformation to achieve operational excellence and improve customer engagement.

Downloads

Download data is not yet available.

References

Addimulam, S., Mohammed, M. A., Karanam, R. K., Ying, D., Pydipalli, R., Patel, B., Shajahan, M. A., Dhameliya, N., & Natakam, V. M. (2020). Deep Learning-Enhanced Image Segmentation for Medical Diagnostics. Malaysian Journal of Medical and Biological Research, 7(2), 145-152. https://mjmbr.my/index.php/mjmbr/article/view/687

Ahmmed. S., Sachani, D. K., Natakam, V. M., Karanam, R. K. (2021). Stock Market Fluctuations and Their Immediate Impact on GDP. Journal of Fareast International University, 4(1), 1-6. https://www.academia.edu/121248146

Anumandla, S. K. R., Yarlagadda, V. K., Vennapusa, S. C. R., & Kothapalli, K. R. V. (2020). Unveiling the Influence of Artificial Intelligence on Resource Management and Sustainable Development: A Comprehensive Investigation. Technology & Management Review, 5, 45-65. https://upright.pub/index.php/tmr/article/view/145

Berman, S. J., Korsten, P. J., Marshall, A. (2016). A Four-step Blueprint for Digital Reinvention. Strategy & Leadership, 44(4), 18-25. https://doi.org/10.1108/SL-06-2016-0042 DOI: https://doi.org/10.1108/SL-06-2016-0042

Bharwani, S., Mathews, D. (2016). Customer Service Innovations in the Indian Hospitality Industry. Worldwide Hospitality and Tourism Themes, 8(4), 416-431. https://doi.org/10.1108/WHATT-04-2016-0020 DOI: https://doi.org/10.1108/WHATT-04-2016-0020

Chew, E. K. (2016). iSIM: An Integrated Design Method for Commercializing Service Innovation. Information Systems Frontiers, 18(3), 457-478. https://doi.org/10.1007/s10796-015-9605-y DOI: https://doi.org/10.1007/s10796-015-9605-y

Chidley, J., Pritchard, N. (2014). Drivers for Creating Value and Enhancing Customer Experience through People. Industrial and Commercial Training, 46(6), 293-301. https://doi.org/10.1108/ICT-04-2014-0026 DOI: https://doi.org/10.1108/ICT-04-2014-0026

Fadziso, T., Mohammed, R., Kothapalli, K. R. V., Mohammed, M. A., Karanam, R. K. (2022). Deep Learning Approaches for Signal and Image Processing: State-of-the-Art and Future Directions. Silicon Valley Tech Review, 1(1), 14-34.

Karanam, R. K., Natakam, V. M., Boinapalli, N. R., Sridharlakshmi, N. R. B., Allam, A. R., Gade, P. K., Venkata, S. G. N., Kommineni, H. P., & Manikyala, A. (2018). Neural Networks in Algorithmic Trading for Financial Markets. Asian Accounting and Auditing Advancement, 9(1), 115–126. https://4ajournal.com/article/view/95

Kothapalli, K. R. V. (2019). Enhancing DevOps with Azure Cloud Continuous Integration and Deployment Solutions. Engineering International, 7(2), 179-192. DOI: https://doi.org/10.18034/ei.v7i2.721

Kothapalli, K. R. V., Tejani, J. G., Rajani Pydipalli, R. (2021). Artificial Intelligence for Microbial Rubber Modification: Bridging IT and Biotechnology. Journal of Fareast International University, 4(1), 7-16.

Kothapalli, S., Manikyala, A., Kommineni, H. P., Venkata, S. G. N., Gade, P. K., Allam, A. R., Sridharlakshmi, N. R. B., Boinapalli, N. R., Onteddu, A. R., & Kundavaram, R. R. (2019). Code Refactoring Strategies for DevOps: Improving Software Maintainability and Scalability. ABC Research Alert, 7(3), 193–204. https://doi.org/10.18034/ra.v7i3.663

Mohammed, M. A., Kothapalli, K. R. V., Mohammed, R., Pasam, P., Sachani, D. K., & Richardson, N. (2017). Machine Learning-Based Real-Time Fraud Detection in Financial Transactions. Asian Accounting and Auditing Advancement, 8(1), 67–76. https://4ajournal.com/article/view/93

Mohammed, M. A., Mohammed, R., Pasam, P., & Addimulam, S. (2018). Robot-Assisted Quality Control in the United States Rubber Industry: Challenges and Opportunities. ABC Journal of Advanced Research, 7(2), 151-162. https://doi.org/10.18034/abcjar.v7i2.755 DOI: https://doi.org/10.18034/abcjar.v7i2.755

Mohammed, R., Addimulam, S., Mohammed, M. A., Karanam, R. K., Maddula, S. S., Pasam, P., & Natakam, V. M. (2017a). Optimizing Web Performance: Front End Development Strategies for the Aviation Sector. International Journal of Reciprocal Symmetry and Theoretical Physics, 4, 38-45. https://upright.pub/index.php/ijrstp/article/view/142

Nizamuddin, M., Natakam, V. M., Sachani, D. K., Vennapusa, S. C. R., Addimulam, S., & Mullangi, K. (2019). The Paradox of Retail Automation: How Self-Checkout Convenience Contrasts with Loyalty to Human Cashiers. Asian Journal of Humanity, Art and Literature, 6(2), 219-232. https://doi.org/10.18034/ajhal.v6i2.751 DOI: https://doi.org/10.18034/ajhal.v6i2.751

Philipp, K., Gorgoglione, M., Buonamassa, D., Panniello, U., Nguyen, B. (2013). Are you providing the "right" Customer Experience? The Case of Banca Popolare di Bari. The International Journal of Bank Marketing, 31(7), 506-528. https://doi.org/10.1108/IJBM-02-2013-0019 DOI: https://doi.org/10.1108/IJBM-02-2013-0019

Picot-Coupey, K., Huré, E., Piveteau, L. (2016). Channel Design to Enrich Customers’ Shopping Experiences. International Journal of Retail & Distribution Management, 44(3), 336-368. https://doi.org/10.1108/IJRDM-04-2015-0056 DOI: https://doi.org/10.1108/IJRDM-04-2015-0056

Roberts, C., Kundavaram, R. R., Onteddu, A. R., Kothapalli, S., Tuli, F. A., Miah, M. S. (2020). Chatbots and Virtual Assistants in HRM: Exploring Their Role in Employee Engagement and Support. NEXG AI Review of America, 1(1), 16-31.

Rodriguez, M., Mohammed, M. A., Mohammed, R., Pasam, P., Karanam, R. K., Vennapusa, S. C. R., & Boinapalli, N. R. (2019). Oracle EBS and Digital Transformation: Aligning Technology with Business Goals. Technology & Management Review, 4, 49-63. https://upright.pub/index.php/tmr/article/view/151

Sutkowski, l., Kolasinska-Morawska, K., Morawski, P. (2017). The Internet of Things - a Physical Logical and Business Model. International Journal of Contemporary Management, 16(4), 263-284. https://doi.org/10.4467/24498939IJCM.17.047.8270 DOI: https://doi.org/10.4467/24498939IJCM.17.047.8270

Thomas, A. (2017). Multivariate Hybrid Pathways for Creating Exceptional Customer Experiences. Business Process Management Journal, 23(4), 822-829. https://doi.org/10.1108/BPMJ-02-2017-0027 DOI: https://doi.org/10.1108/BPMJ-02-2017-0027

Ting, P-J. L., Chen, S-L., Chen, H., Fang, W-C. (2017). Using Big Data and Text Analytics to Understand How Customer Experiences Posted on Yelp.com Impact the Hospitality Industry. Contemporary Management Research, 13(2), 107-130. https://doi.org/10.7903/cmr.17730 DOI: https://doi.org/10.7903/cmr.17730

Vennapusa, S. C. R., Pydipalli, R., Anumandla, S. K. R., Pasam, P. (2022). Innovative Chemistry in Rubber Recycling: Transforming Waste into High-Value Products. Digitalization & Sustainability Review, 2(1), 30-42.

Yang, J., Zheng, R., Zhao, L., Gupta, S. (2017). Enhancing Customer Brand Experience and Loyalty through Enterprise Microblogs. Information Technology & People, 30(3), 580-601. https://doi.org/10.1108/ITP-09-2015-0219 DOI: https://doi.org/10.1108/ITP-09-2015-0219

Ying, D., & Addimulam, S. (2022). Innovative Additives for Rubber: Improving Performance and Reducing Carbon Footprint. Asia Pacific Journal of Energy and Environment, 9(2), 81-88. https://doi.org/10.18034/apjee.v9i2.753 DOI: https://doi.org/10.18034/apjee.v9i2.753

Ying, D., Kothapalli, K. R. V., Mohammed, M. A., Mohammed, R., & Pasam, P. (2018). Building Secure and Scalable Applications on Azure Cloud: Design Principles and Architectures. Technology & Management Review, 3, 63-76. https://upright.pub/index.php/tmr/article/view/149

Downloads

Published

2022-12-31

Issue

Vol. 11 No. 2 (2022): July - December Issue

Section

Articles

License

Copyright (c) 2022 Kanaka Rakesh Varma Kothapalli

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

The CC BY-NC 4.0 license lets others remix, tweak, and build upon your work non-commercially, and although their new works must also acknowledge & be non-commercial, they don’t have to license their derivative works on the same terms.
|| View License Deed ||
|| View Legal Code ||
 
Publishing paper with Global Disclosure in Economics and Business means that the author or authors retain the copyright in the paper.
This journal is granted an exclusive noncommercial reuse license by the author(s), but the author(s) are able to put the paper onto a website, distribute it to colleagues, give it to students, use it in your thesis, etc, so long as the use is not directed at commercial advantage or toward private monetary gain.
The author(s) can reuse the figures and tables and other information contained in their paper published by Global Disclosure in Economics and Business in future papers or work without having to ask anyone for permission, provided that the figures, tables or other information that is included in the new paper or work properly references the published paper as the source of the figures, tables or other information, and the new paper or work is not direct at private monetary gain or commercial advantage.

How to Cite

Kothapalli, K. R. V. (2022). Exploring the Impact of Digital Transformation on Business Operations and Customer Experience. Global Disclosure of Economics and Business, 11(2), 103-114. https://doi.org/10.18034/gdeb.v11i2.760
Crossref
Scopus
Google Scholar
Europe PMC

Similar Articles

1-10 of 144

You may also start an advanced similarity search for this article.