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The Digital Service Transformation

In: Customer Xperience Leadership A Blueprint to Maximize Performance

Author

Listed:
  • Chezy Ofir
  • Nadav Goldschmidt
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…

Suggested Citation

  • Chezy Ofir & Nadav Goldschmidt, 2024. "The Digital Service Transformation," World Scientific Book Chapters, in: Customer Xperience Leadership A Blueprint to Maximize Performance, chapter 8, pages 97-115, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9789811264092_0008
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    More about this item

    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;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

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