MBA FPX 5910 Assessment 3 Capstone Presentation

MBA FPX 5910 Assessment 3 Capstone Presentation Student name Capella University MBA-FPX5910 MBA Capstone Experience Professor Name Submission Date Capstone Presentation Slide 1: Hi! We are going to be discussing improving customer engagement and efficiency of Amazon through technology and data analytics in this presentation and my name is _________. We will be discussing how the business can be maximized through the use of technology and data analytics in the process. Slide 2: This project will attempt to enhance the efficiency of digital devices applied by the company to enhance customer experience and efficiency. The project will also assist the organization in enhancing its potential to apply predictive analytics to forecast future trends correctly in various areas, such as demand forecasting and inventory management. The organization will also be in a position to efficiently and effectively react to the needs of the customers in real time. Moreover, digital communication tools such as customer support application software and other digital communication tools need to be improved (Chaffey, 2023). It is necessary to keep the customer updated on all the changes in the process and offer individual services to the customer. Slide 3: Introduction to Amazon The Amazon company is a technology/e-commerce company that is based in Seattle, Washington. The company is well-known due to its customer-orientedness, innovations, and technological prowess. Jeff Bezos started the company in the year 1994, and it began as an online bookstore; it is currently one of the top firms in the world (Yasar & Awati, 2025). Amazon is currently operating in various industries, which include online shopping, cloud computing, digital media services, and logistics. Amazon deals with a variety of goods and services, including normal household products to highly technical cloud-based products and services, via various platforms. Amazon is globally based with millions of consumers using technological and analysis software to provide efficient services (Yasar & Awati, 2025). Amazon has a number of employees who comprise engineers, logistics officers, and businessmen, among others. Slide: 4 Problem Statement The challenges that Amazon is going to experience when adjusting to the changing environment in the world of digital and technology are that, despite the company being ahead of the pack in terms of how it goes about its tasks including analyzing data and logistics operations, and even the avenue through which it communicates with its clients, some of these advanced systems have not been fully exploited by the company yet. It is also possible that there might be certain restrictions in the flow of information between various systems and departments, and this may lead to inefficiencies. And the last issue is that Amazon might face issues associated with how it deals with its consumers via digital means because of real-time and personalization issues. Slide 5: Project Objectives Within its current structure, the organization can leverage digital technology to optimize the effectiveness of its systems by improving the connection between different systems, such as the e-commerce platform, mobile application, and supply chain management systems. This will aid the prompt exchange of information to assist staff members in making decisions based on the correct information. Also, Amazon will be able to use predictive analysis to enhance its use of technology. By measuring the customer buying behaviour, Amazon will be able to accurately forecast the customer behaviour and operate its logistics operations and stocks. Moreover, Amazon has the opportunity to use the emerging technology in order to create consumer interaction. It will be necessary to improve the mobile application and communication systems to develop customer engagement and loyalty. Slide 6: Current State Analysis: Digital Tools In fact, technology has immensely assisted Amazon in managing a vast amount of data pertaining to its business and customer needs. Another example of how technology has contributed to some of the changes in the industry is between Amazon and its customers (Yasar and Awati, 2025). Nevertheless, it is also possible to mention other problems, which should be taken into consideration when speaking about technologies that have been integrated into various processes, because of the disruption which it causes in the process of data communication (Zhong, 2025). This has created some level of inefficiencies and time wastage on the side of employees, particularly when it comes to dealing with information through the use of technology. In other instances, there has been no further development of different technologies to be integrated, and this has resulted in no personalization. These holes are depicted in Figure 01. Figure 01 Comparison of Digital Tools Performance vs. Industry Benchmarks  Description of Data Website Usability (Rating 1-10): Amazon has an 8/10, higher than the industry average (6), and an objective (9) to increase the ease of navigating the webpage and user experience. Data Integration (Rating 1-10): Amazon has a rating of 7 out of 10 (a score of 7, compared to industry 5) in the area of data integration, with a target of 8, meaning that it is still improving towards complete interoperability of its digital systems. App Engagement (%): With an industry average of 60, customer engagement with Amazon apps is 70 out of a target of 80, indicating that it can implement more efforts to make the apps more interactive and engaging to customers. Real-Time Data Access (Rating 1-5): Amazon has 4 out of 5, which is higher than the industry average of 3, and a target of 5, which should further enhance the efficiency of timely decision-making and operations. Customer Satisfaction (Website, rating 1 to 5): online customers are asked to rate the level of satisfaction of the site at Amazon (so far, 4 out of 5), which is better than the industry average of 3, with an objective of 5 to maximize the online shopping experience. Customer Satisfaction (App, rating 1-5): Amazon has a score of 4 out of 5 on its mobile apps, which are rated as 3 in the industry, with the target of 5, an area of improvement to make the apps more usable and satisfying. Slide 7: Data-Driven Strategies for Operational Improvement As […]