This study provides a comprehensive overview of the field of enhancing the customer-supplier relationship through big data technology and artificial intelligence (AI), reveals existing gaps and offers promising solutions for future research. SMART PLS-4 software was used to analyze the data collected, the results led to the existence of significant relationships between artificial intelligence and enhancing the relationship between the supplier and the customer (customer interaction, customer communication, customer participation, customer learning, customer experience, customer feedback). The study contributes to developing a conceptual model through the application of artificial intelligence in managing customer relationships with suppliers in the banking industry. The study contributes to developing a conceptual model through the application of artificial intelligence in managing customer relationships with suppliers in the banking industry setting. Which supports increasing knowledge in this field and helps managers develop appropriate strategies. This research is the first of its kind to organize and discuss the literature related to using artificial intelligence within the customer-supplier relationship management setting, which provides great importance to the process of using and developing artificial intelligence technology and understanding recent trends in how to develop customer–supplier relationships within the technology era.

This research aims to investigate the impact of digital transformation on the operational efficiency, customer experience, competitive advantage, organizational performance, and risk management in Jordanian Islamic banks. A descriptive analytical method was used, collecting primary data from a survey of 68 employees across four Islamic banks. Statistical tools, including linear regression and correlation, were used for data analysis and hypothesis testing. The findings revealed that digital transformation significantly influences the operational efficiency, competitive advantage, customer experience, organizational performance, and risk management of Islamic banks at a significance level of α ≤ 0.05. While digital transformation generally enhanced operational outcomes and customer experience, it also increased exposure to risks such as electronic attacks, fraud, and privacy concerns. The results highlight the importance of integrating digital transformation in Islamic banking while employing robust risk management strategies. These findings provide insights for policymakers, bank managers, and researchers in formulating strategic initiatives for digital transformation in the banking sector. The research contributes to the literature by focusing on the role of digital transformation in Islamic banking, a less-explored area in academic studies. This research also presents valuable implications for practice, specifically for banks and regulators to balance the potential of digital transformation with the associated risks.

The objective of this paper was to identify aspects of pricing strategy that impact customer experience within the construction industries. A literature review examined the antecedents driving customer satisfaction. A conceptual framework relating two dimensions namely, pricing strategy and customer experience was developed to evaluate customer satisfaction. Several latent variables related to the marketing mix and customer experience were introduced. Latent variables were measured through a 5-point Likert Scale questionnaire and analyzed by Structural Equation Modelling. Three aspects of pricing strategy and four aspects of customer experience were identified as parameters pertinent to customer satisfaction. Findings showed that price value, price advantage and price penetration influenced pricing strategy. Reputation, confidence, information and expertise influenced customer experience. This paper contributes to understanding the significance of pricing strategy and customer experience as the foundation for customer satisfaction and business profitability. These findings were presented as recommendations to the construction industry.

Innovation on business model is not only describing the bundle of products and services but also it is integrated with the input of customer experience. Customer experience should become a key role in developing business model innovation in driving transformational performance. This paper argues that the transformational performance is derived from business model innovation and focuses on customer experience. We use telecommunication firms as our unit analysis with sample of 195 Indonesian ICT firms out of 542 units. The analytical approach and solution technique that is used for analysis is Partial Least Square (PLS). The findings demonstrate that business model played significant role on supporting contribution of customer experience in driving transformational performance. The finding has implication that by synergizing the value proposition of customer experience in a business model innovation, the transformational performance can be maintained through focus on customer experience driven business model innovation. Further study can be explored through additional variable, sample and further study on longitudinal on digital transformation firms.

This paper aims to develop an integrated model designed to predict and explain a customer behavior intention use of s-commerce based on the concepts of customer experience (CE) and expectation confirmation model (ECM). This paper proposes a comprehensive model to synthesize the essence of CE and ECM to describe customer behavior intention use of s-commerce. The participants are from 311 users of s-commerce as the final sample. Structural equation modeling is applied to demonstrate the stability of the proposed model and the results of hypotheses testing. This paper finds that costumer experience significantly influenced perceived usefulness, expectation and satisfaction, while the perceived usefulness and expectation simultaneously influenced customer satisfaction. Expectation also significantly influences motivator of perceived usefulness. Meanwhile perceived usefulness and satisfaction both significantly influence behavior intention use of s-commerce directly. There are some limitations in this study which should be improved in the future. Extended ECM is evaluated in a country setting, which limits generalizations.

By integrating the technology acceptance model, the theory of planned behavior, and regulatory focus theory, this study assesses the mediating role of technology perception attributes (i.e., perceived ease of use and perceived usefulness) in the relationship between customer experience and the adoption of e-payment cards during the COVID-19 pandemic in Sudan. A questionnaire survey was conducted with 368 e-payment users in Khartoum and Southern Darfur, the two most highly populated states in Sudan. This study employed convenience sampling and quantitative methodology to clarify the relationship based on structural equation modeling. The empirical findings showed that the customer experience dimensions of cognition and emotion had a significant influence in e-payment adoption and technology perception. Further, they indicated that technology perception had a significant mediating role in the relationship between customer experience and e-payment adoption.

The objective of this research was to evaluate the impact of the product element and logistics service quality on the customer experience within construction industries. A questionnaire was developed for data collection based on the gap analysis identified in the literature review. The questionnaire was administered face-to-face to customers associated with the construction industry. A structural model was created and the data were analysed by Structural Equation Modelling using IBM SPSS-AMOS Statistics for Windows version 21. Two aspects of product specialization and four aspects of customer experience were identified as key constructs for customer satisfaction. Product specialization was dependent on product marketing and product attributes. Customer experience was dependent on reputation, confidence, information and expertise. The analysis showed that product specialization and customer experience were major contributors to customer satisfaction. Recommendations using these findings were made for participating construction companies to restructure their business strategies to offer better services vital to customer satisfaction and better business.

The purpose of this study is to investigate the moderating role of digital marketing strategies on innovation through Artificial Intelligence (AI) mediating impact in Small and Medium Enterprises within Saudi Arabia. Advanced analytics tools analyzed data from KSA SMEs to establish the role of AI, customer behavior, and experiences in product and process innovation. Artificial intelligence boosts product and process innovation with unconventional customer knowledge. Integrating AI combined with digital marketing to improve decisions and efficiency, to increase understanding of customer dynamics for sustaining growth and promoting collaborations. Using AI-empowered digital marketing strengthens Saudi SMEs advancement by promptly reacting to market motions. Sustainability practices attract the environmentally conscious consumer. This research provides actionable insights for SMEs who want to employ digital marketing and AI strategies and contribute to building an economic environment in Saudi Arabia.

This paper makes an assessment on the impact of co-creation strategy as part of digital transformation in Industry 4.0 on supply chain management. We argue that the concept of strategy has shifted from the competitive strategy into co-creation strategy based on collaboration value. In developing co-creation strategy, the input is derived from external factors associated with customer experience and internal factors related to distinctive capabilities and both focus on core competence development in supply chain management. We use telecommunication firms as our unit analysis with sample of 35 Indonesian Information and Communications Technologies (ICT) firms analysed using Partial Least Square (PLS). The findings show that the developing of co-creation strategy was supported by distinctive capabilities and customer experience. The findings also indicate that co-creation strategy emerges as a key in sustaining business of the firms to focus on developing customer experience and providing distinctive capabilities.

The engagement between customers and brands is being transformed by artificial intelligence (AI). However, there has been little study into AI-powered customer experiences; hence, this research aims to examine how the incorporation of AI in purchasing might result in a better AI-powered customer experience. This research will develop a conceptual model based on the service quality model and trust-commitment theory. Further to this, an online questionnaire was distributed to individuals who had utilised an AI-powered service provided by a particular brand, and consequently, a total of 354 responses were analysed using Structural Equation Modelling (SEM). The results that were deduced from the responses demonstrated that relationship commitment has begun to substantially impact AI-powered customer experiences. In addition to this, the results also revealed that perceived sacrifice and trust both play an important role in mediating the impacts of perceived convenience, personalisation, and AI-powered service quality. This finding contributes to the previous literature by highlighting the mediating impacts of perceived sacrifice and trust, as well as the significant influence of relationship commitment on AI-powered customer experience. Furthermore, the research poses significant implications for merchants who use AI in services provided to their customers.