The International Journal of Humanities, Social Sciences and Business Management
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Sustainable Business Practices and Organizational Performance
No full textThe integration of Sustainable Business Practices (SBP), encompassing environmental, social, and governance (ESG) factors, is transitioning from a peripheral corporate social responsibility (CSR) activity to a core driver of competitive advantage and superior organizational performance. This paper briefly examines the impact of SBP on key performance metrics. It argues that sustainability efforts enhance financial outcomes by reducing operational risks and costs, improving brand equity, and attracting high-quality talent and investment capital. Ultimately, organizational performance in the 21st century is increasingly defined by the ability to create shared value for both shareholders and society
Customer Experience Management in the Era of Digital Transformation
No full textCustomer Experience Management (CXM) has been radically reshaped by the pervasive influence of Digital Transformation (DX), moving from a reactive support function to a proactive, data-driven strategic imperative. This paper asserts that successful CXM in the modern era requires seamless, personalized, and omni-channel interactions, underpinned by advanced technologies such as Artificial Intelligence (AI) and Machine Learning (ML). While DX offers unprecedented opportunities to map the entire customer journey and enhance service delivery, it also introduces challenges related to data privacy, personalization at scale, and maintaining the human touch. Organizations must strategically integrate technology, data analytics, and customercentric culture to deliver consistent, high-value experiences across all digital and physical touchpoints