Chapter 8: Embracing the Future: Revolutionising Customer Service Experience Through Data-driven Management

The purpose of this paper is to present a conceptual framework and insights on the positive use of data-driven management (DDM) in customer service. The objective of this paper is to conduct the bibliometric analysis to understand various studies that are conducted on the data driven in context with customer service experience. This is the conceptual study based on various literature review on transforming customer service experience through DDM with the help of bibliometric analysis. In this paper bibliometric analysis is conducted using VOSviewer tool, which highlights the several approaches of bibliometric methodology while providing an extensive introduction to it. Very few studies have been conducted on transforming of customer service experience through DDM system. This study tries to fill the gap in the literature review by studying the benefits and uses of DDM in transforming of customer service experience. This study provides the benefits of DDM which offers valuable insights and framework for marketers and businesses for employing it in their marketing campaigns. By evaluating customer data by using advanced technologies such as DDM, the business providing services to the customers can modify services to meet the needs of specific customers. This study also outlines various possibilities for future research, since the full scope of DDM system in customer service experience in connected world remains largely unexplored. The findings highlight the requirement for DDM system for customer services. By analysing and comprehending consumer data, businesses may implement customer-focussed marketing tactics that improve brand experiences and pleasure for consumers.