About the Book
Technology is an indispensable part of the business world with firms using digital platforms to gain/create, maintain and deliver customer experience, especially post-pandemic. Digitization involves the comprehensive integration of digital technology into all facets of a company’s operations, yielding heightened value for customers. This book, Digital Transformation in the Customer Experience, looks at how digital transformation can help both service and manufacturing firms to deliver better customer experience.
This book will enhance readers’ understanding of the disruptive technologies that have brought businesses to their current digital state, including social media, artificial intelligence (AI), big data, machine learning, and the Internet of Things (IoT). Numerous examples and exhibits are employed to illustrate the book’s comprehensive digital framework. It presents case studies of digital implementation across diverse industries and provides implementation templates for businesses. Designed to support careers in consulting and the execution of digital strategies within companies, the book covers all essential aspects. To offer insights into practical digital transformation in real-world scenarios, the book incorporates case studies and examples spanning various industries. Its organized structure makes it accessible to students, instructors, and junior and mid-level executives. Furthermore, the book seeks to disseminate novel technical concepts and features that can be integrated into daily life for the betterment of society.
The book addresses important questions such as the relevance of e-service quality in customer satisfaction and loyalty, impact and effect of adware, malware and spyware on the digital environment, the Internet of Everything in marketing, digital entertainment, digital transformation in healthcare and more. The book also covers the impact of digitalization on education, finance and banking as well as the hospitality industry. Sensitive topics like the influence of Facebook on consumer engagement and the impact of social media marketing communications on teenagers’ attitudes, etc. are also addressed in the book.
Table of Contents:
PART I: DIGITAL TRANSFORMATION IN THE CUSTOMER EXPERIENCE 1. Digitalization, Customer Engagement, and Performance of Small and Medium Enterprises: Emerging Market Context 2. The Impact of Digitalization on Organizational Behavior and Performance: A Case Study of the Greater Accra Region 3. Does E-Service Quality Heighten Customer Satisfaction and Loyalty? 4. Impact and Effect of Spyware, Adware, and Malware on the Digital Environment in Modern Society 5. Challenges and Solutions of Big Data: Evidence from Africa 6. Current Insights and Future Research Avenues on Significance of Mobile Marketing in the Retail Environment- A Theoretical Assimilation 7. Internet of Everything in Marketing 8. The Influence of Facebook Social Media on Consumer Engagement in Restaurant Consumption Experiences PART II: DIGITAL TRANSFORMATION IN EDUCATION 9. Exploring Digital Transformation in the Bus Transport Industry of Ghana 10. Digital Entertainment: The New Normal of Customer Experience Post-Pandemic and the Path Ahead in India 11. Impact of Social Media Marketing Communications on Teenagers’ Attitudes: An Exploratory Study 12. The Robots Are Here: Embrace Them. The Inherent Need for Human Resources to Transform in the Age of Robotics 13. Digital Transformation in Healthcare 14. Artificial Intelligence for Enhancing Customer Engagement 15. Reviewing the Relationship Between E-Governance Services and the Digital Citizen Experience PART III: DIGITAL TRANSFORMATION IN FINANCE AND BANKING 16. The Effect of Social Media on Academic Performances of Students in Ghanaian Universities (A Case of Tamale Technical University) 17. Effect of the University Website on University Brand Image and Students’ Preference PART IV: DIGITAL TRANSFORMATION IN HOSPITALITY 18. Prospects and Challenges of Electronic Banking in Ghana 19. Online Travel Agent (OTA) and Customer Experience in the Hospitality Sector 20. Hospitality and Tourism Management in Times of Crisis: Technology-Based Resilience Perspective 21. Social Media and Customer Satisfaction in the Hospitality Sector
About the Author :
Mohammed Majeed, PhD, is a Lecturer at Tamale Technical University, Tamale, Ghana. His current research interests include digital marketing, value co-creation, brand/branding, and social media in service organizations. Dr. Majeed has published with renowned publishers such as Emerald, Taylor & Francis, Asia-Pacific Management Accounting Association, including several book chapters with Springer and Palgrave McMillan. Dr. Majeed is a Doctor of Business Administration (DBA), a Certified Business Analyst and Consultant (ICBAC), and holds MPhil and MBA in Marketing.
Aryan Chaudhary is the Chief Scientific Advisor at BioTech Sphere Research, India. He continues to make groundbreaking contributions to the industry. Having served as the Research Head at Nijji HealthCare Pvt Ltd, he has demonstrated his expertise in leveraging revolutionary technologies such as artificial intelligence, deep learning, IoT, cognitive technology, and blockchain to revolutionize the healthcare landscape. His relentless pursuit of excellence and innovation has earned him recognition as a thought leader in the industry. His dedication to advancing healthcare is evident through his vast body of work. He has authored several influential academic papers on public health and digital health, published in prestigious international journals. His research primarily focuses on integrating IoT and sensor technology for efficient data collection through one-time and ambulatory monitoring. As a testament to his expertise and leadership, he is not only a keynote speaker at numerous international and national conferences but also serves as a series editor of a CRC book series and is the editor of several books on biomedical science. His commitment to the advancement of scientific knowledge extends further, as he acts as a guest editor for special issues in renowned journals. Recognized for his significant contributions, he has received prestigious accolades, including the "Most Inspiring Young Leader in Healthtech Space 2022" by Business Connect and the title of the best project leader at Global Education and Corporate Leadership. Moreover, he holds senior memberships in various international science associations, reflecting his influence and impact in the field. Adding to his accomplishments, Aryan Chaudhary is currently serving as a guest editor for a special issue in the highly regarded journal, EAI Endorsed Transactions on AI and Robotics, and he has joined the editorial board of Biomedical Science and Clinical Research (BSCR). Additionally, he is a respected professional member of the Association for Computing Machinery (ACM). He has been recently elected as Chair for an ACM professional chapter.
Raman Chadha, PhD, has had an extensive career spanning over 26 years in the field of computer science and engineering. He currently holds the esteemed position of Professor, Computer Science and Engineering Department, Research Coordinator, Chandigarh University, Punjab, India. He is a distinguished member of several professional bodies, including the Computer Society of India, the International Journal of Research Review in Engineering Science,the International Association of Computer Science and Information Technology, and the International Journal of Technology and Computing. He serves as the chief editor of the Journal of Engineering Design and Analysis. He has also been the editor and author of many books in emerging areas published by reputed publishers. His accomplishments extend to his significant contribution in patenting, having filed around 40 patents in the domains of computer science, electronics, and mechanical engineering. His research acumen is evidenced by the publication of over 80 research papers, featured in esteemed indices such as Scopus, Web of Science (WoS), and UGC Care lists. His dedication to advancing sustainable development was recognized when he was honored at NITTTR, Chandigarh, and felicitated with an Outstanding Researcher Award for his contribution to the field of sustainable development. The award ceremony was organized at an International Conference on Interdisciplinary Research for Sustainable Development at NITTTR Chandigarh and Green ThinkerZ Society. In the realm of fostering innovation and collaboration, Dr. Chadha’s expertise has led him to be selected twice as a judge for hackathons and dynamic coding competitions that span various durations, from one day to extended periods like 36 or 48 hours. His influence extends internationally as he received acclaim for his research efforts from IRSD, a prestigious interdisciplinary research platform focused on sustainability. His commitment to continuous learning is evident through his attainment of professional certificates from esteemed platforms like Coursera and LinkedIn. These certificates attest to his proficiency in high-demand areas such as Python, Blockchain, Full Stack Web Development, AI, and Data Science, with many programs culminating in industry-recognized certifications. His journey is remarkable, combining prolific research contributions, extensive academic involvement, leadership in the technological domain, and a dedication to enhancing our understanding of cutting-edge technologies. Dr. Chadha holds a PhD in Computer Science & Engineering.
