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Evaluating the impact of artificial intelligence on customer experience enhancement - A dual industry analysis
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| 2.47 MB | Adobe PDF |
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Resumo(s)
This work project examines the transformative impact of Artificial Intelligence (AI) on
enhancing customer experience (CX) across various industries, with a specific focus on the
airline and retail sectors. Employing both qualitative and quantitative research methods, this
study explores how AI technologies are revolutionizing the customer journey, from initial
interaction to post-purchase engagement. Through comprehensive surveys, expert interviews,
and detailed case analyses of Ryanair and Peek & Cloppenburg, this thesis not only elucidates
AI’s effectiveness in improving customer interactions but also highlights the challenges and
opportunities associated with its implementation. Key findings demonstrate that strategic
application of AI significantly boosts customer satisfaction, enhances operational efficiency,
and can potentially reshape industry standards in customer service.
Descrição
Palavras-chave
Artificial intelligence Customer experience Airline industry Customer journey Technology adoption Operational efficiency Customer satisfaction Case study analysis Strategic implementation