“Customer Expectation Versus Reality – Impact of Ai and Digital Transformation in Itc’s Green Logistics Goal with Special Reference to Bengaluru City”

ITC is rapidly expanding its green logistics services by integrating AI in its operations as part of its commitment to sustainability. ITC endeavors to integrate sustainability in the supply chain for its product and services across its diversified business portfolio to provide better customer experience. So, this research examines the gap between customer expectation for green logistics and the actual performance of ITC’s AI enabled practices. This research furthermore explores how these expectations in turn affects customer satisfaction and loyalty. In this digital era, it might be for any business, implementation & integration of AI and digital transformation in its operations is really necessary to sustain in dynamic volatile market to meet current digital expectations. This study investigates the impact of Artificial Intelligence on meeting green logistics goals of ITC and examines the disparity between customer expectations and operational realities. Customers increasingly demand sustainable practices and transparency, driven by concerns about environmental impact. By evaluating the primary data collected from customers across Bengaluru city and secondary data from various journals and articles, the study aims to provide a comprehensive understanding on customers perception towards route optimization, reducing emissions, sustainable packaging, chain transparency, carbon footprint tracking and the reality of ITC’s practical hurdles in green logistics such as technological limitations, cost barriers & data integration issues. This paper discusses how AI can improve operational efficiency and environmental performance while addressing the gaps between expectations and tangible results.