Critical Thinking: IT and the Customer Experience

Find an article about a firm’s current use of IT to enhance its customer’s experience or select a firm you are familiar with in Saudi Arabia or the Middle East. Write a short paper describing the following: Where is IT’s enhancement of the customer experience delivering value to the organization? What challenges or obstacles does the firm encounter in enhancing the customer experience using IT?

Requirements: Your paper should be 4-5 pages in length, not counting the title or reference pages, which must also be included. Include at least two scholarly references in addition to the course textbook. The Saudi Digital Library is a good source for resources. Your paper must follow Saudi Electronic University academic writing standards and APA style guidelines, as appropriate.

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