Revolutionizing Customer Experience Through Breakthrough Technologies in the Era of Industry 4.0: A Bibliometric Review

Abstract

In today's hyper-competitive landscape, businesses recognize customer experience as the key differentiator. To thrive, firms leverage cutting-edge technologies that personalize interactions and redefine the customer journey. This pioneering study employed a bibliometric approach to comprehensively delve into the intricate interplay between major Industry 4.0 technologies such as AI, blockchain, cloud computing, big data, and the Internet of Things (IoT) and their transformative impact on the experiences of consumers.  Harnessing the Scopus database, this study scrutinized 466 documents which were analyzed using Vosviewer and Biblioshiny package of R-Studio. The research aimed to unravel the annual scientific output, key contributors, seminal publications, and pivotal themes through co-citation and keyword co-occurrence analyses.  Key findings of the study delineated four major themes “Sustainable Customer Engagement with Industry 4.0”, “Redefining Service and Building Trust with AI”, “Personalized Marketing in the Digital Age” and “Elevating Customer Journey with AR & VR Experiences”. Beyond academic discourse, this study offers managerial, social and theoretical implications, furnishing guidance for responsible Industry 4.0 implementation to create exceptional customer experiences and gain a decisive competitive edge.