Connecting Customer and Employee Experiences through a Technologically-Mediated Knowledge Exchange

Abstract

The rapid digitalization of organizations has transformed how knowledge is created, shared, and leveraged to enhance both customer experience (CX) and employee experience (EX). Advances in artificial intelligence (AI), analytics, automation, and digital platforms have increased opportunities for a technologically-mediated knowledge exchange, creating new pathways for value creation while simultaneously introducing challenges for organizations seeking to balance employee and customer needs. Despite growing scholarly interest in CX, EX, knowledge management, and digital transformation, these streams of research have largely developed in parallel, resulting in limited understanding of their interrelationships. This research paper introduces the Special Issue on Enhancing Customer and Employee Experience in Digital Enterprises through Technologically Mediated Knowledge Exchange. To contextualize the contributions of the Special Issue, we conduct a bibliometric review and analysis of 1,132 publications published between 1988 and 2025. The analysis identifies six major research themes: (1) organizational knowledge and performance, (2) AI-enabled learning and knowledge systems, (3) information systems and customer-centric applications, (4) digital transformation in enterprises, (5) customer relationships and social analytics, and (6) human and workplace factors. The findings reveal a significant shift from traditional knowledge management and information systems perspectives towards AI-enabled, AI-mediated, data-driven, and experience-oriented research. However, the field remains fragmented, with limited integration across technological, organizational, employee, and customer perspectives. Building on these insights, we synthesize existing research to develop an integrated framework linking technologically mediated knowledge dynamics, EX, and CX. We also introduce the articles included in this Special Issue and highlight their contributions to advancing our understanding of how technologically-mediated knowledge exchange shapes customer and employee outcomes in digital enterprises, including CX and EX, a core focus of the SI. This paper conclude by proposing a future research agenda that encourages greater theoretical integration and interdisciplinary collaboration to advance research on CX, EX, and knowledge exchange in the era of artificial intelligence.