Digital Innovation in the Service Sector

Abstract

This chapter explores digital innovation in the service sector and its impact on customer experiences. It covers the drivers and enablers of digital innovation, emphasizing the role of technologies like AI, data analytics, and mobile apps in transforming interactions. Case studies highlight successful implementations, while challenges such as privacy and change management are discussed. The chapter also explores emerging trends like blockchain, IoT, and VR. A customer-centric approach is emphasized, stressing the importance of understanding and meeting customer needs. Practical recommendations are provided for organizations to embark on their digital innovation journey, including strategic planning, talent acquisition, and fostering an innovative culture. Overall, the chapter offers a roadmap for businesses to leverage digital technologies and revolutionize customer experiences in today's digital era.