Evaluation of Changing Customer Behavior in the Digital Era

Abstract

The digitalization via continuously developing artificial intelligence (AI) tools such as machine learning, natural language processing, and generative AI give the consumers the opportunity to decrease their workload and have the power to check for competitive pricing and optimized solutions. In parallel, we must recognize and embrace the essence and contribution of all digital tools providing a huge base for information connecting the consumers and business bringing speed to access data, and faster buyer–seller interactions. This in return is expected to take the consumer journey and decision-making scheme to an extended level in near future where consumers are expected to dominate more on their demands and personally defined needs not only by satisfying their personal expectations but also by giving directions to the firms’ strategies in terms of new innovations and solutions for future. This “New Customer Profile” in the digital era worths diagnosis on its changing buying roadmap compared to traditional practices as today we talk about insightful and empowered customers, increased ecommerce activities, more integration and interaction with social media, and the impact of AI use by the customers. The demand for customization requires companies to be better equipped in terms of organization, brand identity, and digital competency.

Despite ongoing privacy and ethical concerns on digital arena, commodity, and retail goods expand utilizing the digital platforms reaching consumers, the complex industries such as healthcare, financial markets, and high-tech industry business still reserve room for traditional practices where in-person communication with end user and trust are highly required.