Abstract
The impact of digital innovation on customer experiences in the service industry is examined in this qualitative paper. It discusses the forces behind and those that facilitate digital innovation, highlighting the ways in which mobile apps, artificial intelligence, and data analytics are changing how people interact. Successful implementations are showcased through case studies, and issues like privacy and change management are covered. Emerging technologies like blockchain, IoT, and VR are also covered in this chapter. Emphasis is placed on a customer-centric strategy, which highlights how crucial it is to comprehend and satisfy consumer needs. Organizations are given actionable advice on how to start their digital innovation journey, including hiring talented staff, developing an innovative culture, and strategic planning. All things considered, the chapter provides a road map for companies looking to take use of digital technology and transform consumer experiences in the current digital age.
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