IT AND THE CUSTOMER EXPERIENCE

Find an article about a firm’s current use of IT to enhance its customer’s experience or select a firm you are familiar with in Saudi Arabia or the Middle East. Write a short paper describing the following:

Where is IT’s enhancement of the customer experience delivering value to the organization?
What challenges or obstacles does the firm encounter in enhancing the customer experience using IT?
Requirements:

Your paper should be 5 to 6 pages in length, not counting the title or reference pages, which must be included.
Include at least 4 scholarly references.
Your paper must follow APA style guidelines, as appropriate.