Implementing Digital Transformation in a Peruvian University: The ESTDI Model and its Impact on Customer Service

This study presents the ESTDI (Emerging Technology Strategy for Digital Transformation) model as a scalable framework for digital transformation in higher education.The model integrates QR technology, cloud computing, and machine learning (chatbot) to improve customer service for students and teachers.Using a descriptive correlational design, the model was implemented in the Faculty of Business Management at the Universidad Femenina del Sagrado Corazón (UNIFE) in Peru.Data were collected through questionnaires administered to 61 students and 17 teachers.The results showed improvements in student satisfaction with response time, information accuracy, and quality of service, but highlighted the need for teacher training on digital tools.The ESTDI model offers a promising approach for universities to leverage emerging technologies to enhance their operations and services, with implications for student engagement, teaching effectiveness, and organizational agility.Future research should validate the model in other contexts and explore its impact on learning outcomes and institutional performance.