Transformation of business communications in organizations under the influence of digitalization

The article discusses the ongoing transformation of business communications under the influence of the introduction of digital technologies into the business processes of organizations. It is concluded that the most used digital technologies in Russian business in 2020 are cloud services, big data technologies and digital platforms. However, the introduction of digital tools is uneven in various sectors of the economy, the leading position in the field of artificial intelligence is occupied by the financial sector. The analysis of the used forms of business communications based on digital technologies showed the advantages of direct business communications with customers, which are manifested in increasing the speed of access to goods/services, faster response to changing customer needs and reducing transaction costs. The channels of business communications in e-commerce are analyzed, a conclusion is made about the trend of service personalization based on the transition from CRM to CDP. The authors noted that the level of digital skills of the population is at a low level, and therefore it is necessary to continue work on the development of digital culture in society.