Digital adaptive strategies to enhance customer experience
Hoang, Theresa (2023)
Hoang, Theresa
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023052614509
https://urn.fi/URN:NBN:fi:amk-2023052614509
Tiivistelmä
The thesis research is highly relevant and timely, considering the current global situation, especially during and after Covid19 pandemic and facing with severe environmental issues. It addresses the need for businesses to adapt to the changing, challenging, unpredictable circumstances utilizing technology and enhance customer experience at the same time. The use of Service Design methods and Double Diamond model pro-vides a structured and systematic approach to finding innovative solutions. The two suggested strategies are scenario analyzing and experience recognition. Together with the strategies, practical tools proposed by the research are Scenario simulation pro-gram and Experience logbook. They are well-aligned with the theoretical background and aim to provide measurable outcomes for businesses. The use of AI technology also shows the potential for technological transfer and innovation in the service industry. Overall, the thesis research contributes to the field of service development, particularly event services and provides practical solutions for businesses to enhance customer experience in the face of uncertainties and crisis.