Digital Listener as a tool to enhance Customer Experience in projects
Authors: El Khatib Mounir , Alnaqbi Ahmed 
Published: January 2024

The present study focused on assessing whether customer service enhancement via digital listening leads to customer satisfaction and loyalty. To achieve this objective, the study employed a descriptive research and used survey as the main data collection method. Notably, the findings clearly indicate that the customers are highly aware of the concept of customer service enhancement and that they expect businesses to offer them competent and high-quality services.

Further, the findings indicate that failing to use up-to-date digital listening technologies, difficulty in accessing the call centres, the call centre employees’ inability to understand the specific service needs required by the consumers and inability of the employees to provide customizable customer engagement services are some of the main issues associated with digital listening strategies.  This research also focuses on the implementation of Digital Listener technology with the understanding towards how it may improve the professional attitudes between customers and employees. In addition, the findings indicate that providing relevant training to all employees on a regular basis, using up-to-date technologies and facilities, and employing big data analytic technologies are some of the specific strategies that can be employed by companies in order to effectively enhance the customer care services.

Digital technology has been improving over the past 10 years as organization seek for fundamental ways through which they can adopt and implement digital listeners efficiently. This research aims at communicating the practical theory and the importance of customer care services being emphasized by different organizations. The research examines the effects of Digital Listeners in organizations and how this technology is of importance to companies, which aim at providing effective services and product delivery to their customers. The research also demonstrates how important customer service is to organizations as it measures the successfulness of their performance. The research upholds digital listeners as one of the tools being utilized by companies to enhance communication with their customers while enhancing their reach to more consumers. This research aims at studying and analyzing the idea of implementing Digital Listening to the new world while revealing how important this concept is towards earning more competitive advantage for organizations. The rareness of research in this field accounts for the importance of this research as it will help IT consultants and customer service advisers in the GCC region towards understanding concepts of digital listening in their region.

Based on the research findings, therefore, the study approves the research hypothesis that customer service when enhanced properly leads to customer satisfaction and loyalty. Thus, the study concludes that maintaining customers and their loyalty require careful attention to the customer’s needs, strategically investigating what they seek and being able to provide the same in an enhanced manner.