Assessing Digital Transformation's Influence on Operational Efficiency and Customer Satisfaction: A Review of Global's It Services Industry

Abstract

Digital transformation has become a critical paradigm for businesses in the IT services sector globally. It can be understood as the integration of digital technology into all areas of a business, fundamentally altering how companies operate and deliver value to customers (Vial, 2019). This shift is driven by technologies such as artificial intelligence (AI), cloud computing, automation, and the Internet of Things (IoT), which are reshaping traditional business practices and revolutionizing service delivery. The IT services industry, in particular, benefits from these technologies as they enable firms to process massive amounts of data, streamline workflows, and optimize resource management. For instance, AI enhances decision-making by offering predictive analytics, while cloud computing enables scalability and flexibility, allowing IT firms to operate on a global scale.