DIGITALIZATION AS A KEY TO CUSTOMER CENTRICITY

The main thesis of this paper is that digitalisation in service organisations significantly contributes to the formation of customer centricity of staff. The use of digital technology can provide a more personalised approach to each customer, increase the speed and quality of service, and improve the overall customer experience.

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Publication Details

Journal
Society Economy Management
Published
2025-04-23
DOI
https://doi.org/10.47475/2618-9852-2025-10-1-39-46
Primary Topic
Economic and Technological Systems Analysis
Type
article
Field-Weighted Citation Impact
0.00
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article

DIGITALIZATION AS A KEY TO CUSTOMER CENTRICITY

S.G. KAMSHILOV, IS Mayer
Society Economy Management
Economic and Technological Systems Analysis
article

DIGITALIZATION AS A KEY TO CUSTOMER CENTRICITY

S.G. KAMSHILOV, IS Mayer
article en

Abstract

The main thesis of this paper is that digitalisation in service organisations significantly contributes to the formation of customer centricity of staff. The use of digital technology can provide a more personalised approach to each customer, increase the speed and quality of service, and improve the overall customer experience.

Society Economy ManagementVol. 10(1)
Chelyabinsk State University (RU)
Openalex Percentile: Top 89%
Economic and Technological Systems Analysis
DOISourceOpenAlex
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DIGITALIZATION AS A KEY TO CUSTOMER CENTRICITY — S.G. KAMSHILOV, IS Mayer · Society Economy Management (2025) | TGRS Research Map | TGRS