Recent Research Reviews Journal
IRO Journals
Volume 4 — Issue 2 — December 2025

From Traditional to Digital: Enhancing B2B Customer Experience in the Sudanese ICT Sector

https://doi.org/10.36548/rrrj.2025.2.009
Wafa Hamid Abdelrahman Mohamed Ahmed
Berlin School of Business and Innovation, Berlin, Germany
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Ahmed, Wafa Hamid Abdelrahman Mohamed. 2026. “From Traditional to Digital: Enhancing B2B Customer Experience in the Sudanese ICT Sector”. Recent Research Reviews Journal 4 (2): 338-54. https://doi.org/10.36548/rrrj.2025.2.009.
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Keywords

— Social media
— Digital Transformation
— ICT
— Customer Experience
— Business-to-business (B2B) Firms
— Operational Efficiency
— Customer Engagement
Published: 28-02-2026

Abstract

The effectiveness of digital transformation provides an improved customer experience depends on several factors including infrastructure preparation, strategic adoption and makes the social media influences for customer views. The current study aims to investigate the level of social media and digital transformation affect B2B client satisfaction and involvement along with the challenges and possibilities that they use in the Sudan's ICT sector. Data were collected from 278 ICT experts in Khartoum to determine the level of digital transformation adoption and to the result connects to B2B customer experience. The results show that while the majority of ICT businesses are rapidly implementing digital transformation systems, infrastructural, labor force preparation and capital access limitations limit overall implementation. It also reveals social media platforms like Facebook and LinkedIn have a major impact over consumer views and commitment to a company. The study verifies current theories such as the Technology Acceptance Model (TAM), Dynamic Capabilities Theory and Diffusion of Innovations Theory provides actual proof suggests the achievement of digital trans-formation based on requirement and strategic planning for the B2B client. This research focuses on digital transformation within the system of Sudan's ICT industry and also provides data on businesses can utilize the possible benefits of social media in developing B2B customer interactions. This will help Sudanese ICT enterprises function in the virtual world, encourage innovation and increase consumer satisfaction with increased interdependent global economy.

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