Exploring the Impact of Digital Transformation on Business Operations and Customer Experience

Abstract

The findings of this study related to the role of digital transformation in business and customer experience are explained in detail in this paper using secondary data and mathematical modelling. The study proposes the Digital Transformation Index (DTI) as a measure of digital transformation and applies regression analysis to investigate the link between digital transformation and operational performance. A comparison of process cycle time, cost, resource usage, NPS, CSI and CLV is made pre and post-implementation of digital transformation across three different companies. It shows concrete gains in efficiency and customer experience, proving the relevance of technologically advanced solutions. The results provide valuable guidelines for managers and policymakers desiring to optimize organizational competitiveness and customer-oriented initiatives within the sphere of digital advancements. The study also additionally highlights the necessity of establishing a culture of innovation and improvement to reach the full potential of digital change. The future research frontier areas include understanding the enduring consequences of digital strategies, the culture of digitalization, and the effects of novel technologies on organizational and social benefits.