Article
Version 1
This version is not peer-reviewed
Understanding the Role of Big Data Analytics in Enhancing Customer Experience
Version 1
: Received: 4 August 2024 / Approved: 5 August 2024 / Online: 6 August 2024 (11:50:21 CEST)
How to cite: Brown, W.; Wilson, G.; Johnson, O. Understanding the Role of Big Data Analytics in Enhancing Customer Experience. Preprints 2024, 2024080365. https://doi.org/10.20944/preprints202408.0365.v1 Brown, W.; Wilson, G.; Johnson, O. Understanding the Role of Big Data Analytics in Enhancing Customer Experience. Preprints 2024, 2024080365. https://doi.org/10.20944/preprints202408.0365.v1
Abstract
Big data analytics has fundamentally transformed how organizations enhance customer experience by leveraging vast amounts of data to tailor interactions, streamline services, and drive strategic decisions. This research explores the multifaceted role of big data in improving customer experiences, focusing on its impact on personalization, customer service, operational efficiency, and strategic decision-making. By analyzing recent advancements and applications, the study highlights how big data analytics enables highly personalized recommendations, targeted marketing efforts, and dynamic content that significantly enhance customer engagement. Additionally, it examines the improvements in customer service through real-time support, sentiment analysis, and predictive assistance, which collectively contribute to a more responsive and customer-centric approach. The research also addresses how big data analytics optimizes operational efficiency by streamlining workflows, improving resource allocation, and reducing costs, thus enhancing overall organizational performance. Strategic decision-making benefits from data-driven insights into market trends, pricing strategies, and competitive positioning, allowing organizations to adapt and thrive in a competitive environment. However, the study also acknowledges the challenges associated with data quality, privacy, and investment, emphasizing the need for robust measures to address these issues. Furthermore, the integration of big data with emerging technologies such as artificial intelligence, the Internet of Things, and blockchain presents new opportunities and complexities in enhancing customer experience. Overall, this research underscores the transformative potential of big data analytics while highlighting the importance of addressing its associated challenges to fully capitalize on its benefits.
Keywords
big data analytics; customer experience; personalization; operational efficiency; strategic decision-making; emerging technologies; data privacy
Subject
Business, Economics and Management, Business and Management
Copyright: This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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