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Artificial intelligence & sustainability: implications in the customer journey
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| 2.21 MB | Adobe PDF |
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Artificial Intelligence and Sustainability topics have both been gaining momentum on their own for their potential to improve the current global scenario in multiple aspects. The combination of both, though, is still being explored by retailers interested in taking part on the achievement of the Sustainable Development Goals by transitioning to a circular economy. Moreover, these changes have a direct impact on the customer journey, which is a key aspect for customer attraction and retention. Although it can be hard to convince some clients, Generation Z customers are growing up with the necessary mindset to demand and take part in this transition. Therefore, Gen Z customers were surveyed and interviewed, and showed their willingness to engage in sustainability initiatives, especially when facilitated by the use of AI-powered technology.
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Sustainability Generation Z Circular economy Artificial intelligence Sustainable development goals Customer journey