Customer Experience in Industry 5.0

Abstract

Throughout history, technology development has created new eras named as Industrial Revolutions, beginning from Industry 1.0, until nowadays named as Industry 4.0, where industries make use of digital transformation, Cyber physical systems, and artificial intelligence. By the second decade of the 21st century concerns arise toward the use of technology for the wellbeing of the humans, workforce, society and global environmental impact. These challenges come along with new methodologies and processes, including new ways how business can benefit by evaluating and improving Customer Experience. The purpose of the study is to analyze how Industry 5.0 can bring new approaches toward Customer Experience, by evaluating the importance, challenges and opportunities of the latter, thus creating a roadmap toward Industry 5.0. Throughout the study the literature review methodology is used by analytical research about the topic, analyzing the new tendencies, their impact on the business and summarizing academic researches. The study concludes that Customer Experience, although it is customer-centric, it is aligned with Industry 5.0’s strategies. At the end, the study gives some recommendations on how Albanian business can improve the traditional ways of approaching the customers, thus increasing their overall value.