THE IMPACT OF DIGITAL STRATEGY ON E-COMMERCE SERVICES: ANALYSIS AND PERSPECTIVES IN ONLINE SMALL AND MEDIUM ENTERPRISES (SMES)

Abstract

This article focuses on analyzing the impact of digital strategy on e-commerce services, with an emphasis on online small and medium enterprises (SMEs), through expert systematic literature review. In the context of the growing e-commerce environment, the study aims to explore how digital strategy shapes service provision and transforms customer experiences. The main focus is on the analysis of specific aspects, including the use of artificial intelligence (AI) for personalizing customer experiences, the effectiveness of these personalization strategies, and their impact on purchasing behavior. Finally, the article looks towards the future, predicting possible trends in the field of service personalization using digital strategy. This scientific article provides a fresh perspective on the digital transformation of e-commerce and offers valuable insights for future innovations in online small and medium enterprises.