Exploring the Impact of Personalized Customer Experiences in Modern Business Strategies
subject: customer engagement; Customer experience; customer relationship management; customer-centric approach; marketing strategies
description: In todays dynamic business landscape, individual customer experiences (CEs) play a crucial role in shaping the strategies and operations of modern organizations. Companies increasingly prioritize customer interactions, using insights from these experiences to refine their services, enhance engagement, and drive long-term success. This chapter explores how personal CEs shape the strategies and operations of modern organizations. It focuses on integrating customer-centric tools and strategies that enhance customer relationships, product and service models, and operational frameworks. The chapter employs a qualitative analysis of contemporary business practices, examining the role of CE in various industries. It incorporates insights from recent research and case studies to highlight the evolution of branding, advertising, and customer engagement strategies in response to technological advancements and changing consumer behaviors. The findings indicate that great CE is crucial for customer retention and competitive advantage.organizations that effectively leverage technology and advanced customer knowledge are better positioned to create meaningful customer relationships. The chapter also identifies gaps in traditional customer relationship management (CRM) systems, emphasizing the need for a more holistic, customer-centric approach to marketing and operations. Businesses must prioritize enhancing CEs through tailored strategies and operational models. 2026 Aarti Saini and Vikas Garg.
creator: Venkata Subbaiah, P.; Sheela, P.; Amarnath, Debora Dhanya
source: Industry 5.0: Pioneering Business and Management Transformations;pp.227-234
publisher: Emerald Group Publishing Ltd.
date: 01-01-2026
rights: Restricted Access; Hardcopy may be available in the library
relation: ISBN: 978-183608826-4; 978-183608828-8;
language: English
type: Book chapter
coverage: Venkata Subbaiah P., GITAM School of Business, GITAM (Deemed to be) University, Visakhapatnam, India; Sheela P., GITAM School of Business, GITAM (Deemed to be) University, Visakhapatnam, India; Amarnath D.D., Christ University, Bangalore, India