Customer-Centric digital transformation framework: Enhancing service delivery in SMES for underserved populations

Abstract

This paper introduces a customer-centric digital transformation framework designed to enhance service delivery in Small and Medium Enterprises (SMEs) catering to underserved populations. As digital technology becomes increasingly essential in today’s economy, SMEs face the challenge of integrating these tools effectively to serve marginalized communities. This review explores how a customer-centric approach can enable SMEs to create inclusive digital solutions that meet the specific needs of underserved populations, ultimately driving economic empowerment and social equity. The proposed framework encompasses three core components: accessibility, personalization, and engagement. Accessibility ensures that digital platforms are designed with user-friendly interfaces that accommodate individuals with varying levels of digital literacy. By prioritizing mobile optimization and providing resources in local languages, SMEs can eliminate barriers to entry and facilitate greater participation among underserved customers. Personalization is a key element that allows SMEs to tailor their offerings based on customer insights and preferences. Utilizing data analytics and feedback loops, businesses can gain a deeper understanding of their customers' needs, enabling them to deliver customized products and services that resonate with underserved populations. This tailored approach not only enhances customer satisfaction but also fosters loyalty and trust within these communities. Engagement emphasizes the importance of fostering meaningful relationships between SMEs and underserved populations. By leveraging digital channels such as social media, mobile applications, and community forums, SMEs can create platforms for two-way communication and collaboration. This engagement empowers communities, allowing them to voice their needs and influence the development of products and services. In conclusion, the customer-centric digital transformation framework presented in this paper serves as a strategic guide for SMEs seeking to enhance service delivery for underserved populations. By focusing on accessibility, personalization, and engagement, SMEs can drive economic inclusion, promote social equity, and contribute to sustainable community development. This approach not only benefits the businesses involved but also creates lasting positive impacts within underserved communities.. Keywords: Customer-Centric, Digital Transformation, Smes, Underserved Populations, Accessibility, Personalization, Engagement, Economic Empowerment, Social Equity.