International Journal of Science and Research (IJSR)

International Journal of Science and Research (IJSR)
Call for Papers | Fully Refereed | Open Access | Double Blind Peer Reviewed

ISSN: 2319-7064


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Research Paper | Information Technology | Malaysia | Volume 13 Issue 4, April 2024 | Rating: 6.1 / 10


Influence of Technological Advancement on Client Engagement Administration: Empirical Study of Alibaba Online Business

Dr. Xu Junzhao | Dr. Siti Aida Samikon


Abstract: Who follows the digital transformation in customer engagement management (CEM) would know that factors such as the popularity of online platforms, like Alibaba, affected this area quite seriously. While undertaking this empirical research study, we deliberate on the multi - dimensional effects of technological innovations on the Customer Experience Management of Alibaba, one among the top e - commerce global leaders. This report's focus is the analysis of Alibaba' s technology - driven marketing strategies along with customer engagement and includes an inquiry into the relationship between the two elements, the data - driven insights. The report combines qualitative interviews with Alibaba executives and quantitative analysis of user data and engagement metrics to scientifically sort the issue. Findings point out that technological progress resulting in improvement in personalization, optimization, and the level of relationship with customers has emerged as Alibaba's future prolongers. On the other hand, these developments are prominently significant for future prospective of Alibaba in terms of application of technologies such as artificial intelligence, big data as well as machine learning. Through this work, we gain a better idea of how tech advances are factored into customer engagement management inherent solutions to the business world of online business, which in turns helps both researchers and practitioners.


Keywords: Technological advancements, Customer engagement management (CEM), Online business, Alibaba, Empirical study, Personalization and Artificial intelligence (AI)


Edition: Volume 13 Issue 4, April 2024,


Pages: 316 - 320


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