Digital transformation and services

Cruz, Ana; Chen, Yun

Abstract

This chapter explores the evolving landscape of service delivery in digital transformation, examining how all organisations are increasingly becoming service-based through technological advancement. Through analysis of servitization trends and the integration of digital technologies, the chapter demonstrates how organizations can enhance stakeholder experiences while optimizing operational efficiency. Special attention is given to the role of AI, robotic process automation (RPA), and data analytics in transforming service delivery across various sectors. The discussion covers aspects of service quality management using the GAP model, addressing challenges in stakeholder satisfaction and service implementation. With case studies including Alibaba, WeChat, and Rolls Royce, the chapter illustrates successful digital service transformation strategies while highlighting potential challenges such as AI bias and stakeholder readiness. Key focus areas include process optimisation, stakeholder engagement, and the balance between automation and human interaction in service delivery. The chapter provides practical guidance for organisations transitioning towards Service 4.0, showing the importance of maintaining service quality while leveraging digital capabilities. Essential considerations for implementing AI-driven services and ensuring inclusive service design are examined, offering direction for organisations at various stages of digital maturity.

• Publication Date: Jun 5, 2025
• Deposit Date: Jun 6, 2025
• Pages: 217-226
• Book Title: Strategic Digital Transformation
• ISBN: 9781032668932
• DOI: https://doi.org/10.4324/9781032668932-22
• Contract Date: Jun 5, 2025