PERSONALIZED CUSTOMER APPROACH IN TOURISM SERVICES THROUGH DIGITAL TECHNOLOGIES
Keywords:
Personalization, digital tourism, customer experience, smart tourism, artificial intelligence, CRM, big data, Uzbekistan, digital transformation, user-centric design.Abstract
This paper explores the role of digital technologies in enabling personalized customer service within the tourism industry. As travelers increasingly expect tailored experiences, tourism providers are adopting tools such as artificial intelligence (AI), customer relationship management (CRM) systems, big data analytics, and mobile applications to understand individual preferences and deliver customized services. The study highlights how personalization enhances customer satisfaction, loyalty, and overall competitiveness. It also discusses how digital innovations are being integrated into Uzbekistan’s tourism sector to provide targeted recommendations, flexible travel planning, and personalized communication. The paper concludes with suggestions for improving personalization practices through technology while addressing privacy, ethical, and data management concerns.
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