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Analysis of the Impact of Enterprise Digital Transformation on Enhancing Customer Service Capabilities

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DOI: 10.23977/fmess.2019.001


Hao Yu, Suwei Liu and Xinqian Huang

Corresponding Author

Hao Yu


In recent years, the role of new digital technologies such as big data, cloud computing, the Internet of things, the mobile Internet and smart cities have become increasingly prominent in the field of economics. At the same time, the development of digital technology is changing rapidly, making it the “number one form of productivity", which in turn is accelerating the continuous innovation both within and outside enterprises. Enterprise digital transformation is not only a "hot topic", but also a "pass" that can not be overlooked. This paper analyses the impact of digital transformation on enterprise customer service capabilities from four aspects: behavioral data analysis, smart service, big data prediction and data drive, all of which can provide reference for digital transformation among enterprises.


Digital transformation, Enterprise, Big data, Smart service

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