A carregar...
Publicação
The influence of AI personalization on the customer journey - a conceptual framework
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 2.64 MB | Adobe PDF |
Autores
Resumo(s)
In an increasingly digital world, artificial intelligence (AI) plays a central role in optimizing the
customer journey (CJ) through the automation of processes, the anticipation of customer needs and
the design of personalized experiences. This work project explores the influence of personalized
AI across the CJ and provides a framework that outlines the integration of AI in its various phases.
Validation of the framework is conducted via expert interviews, offering insights into practical
applications for businesses aiming to refine their AI strategies. The findings provide insights into
the strategic use of AI to boost Customer Lifetime Value and strengthen competitiveness.
Descrição
Palavras-chave
Artificial intelligence (AI) Customer journey (CJ) Customer experience (CX) Customer engagement (CE) Customer lifetime value (CLV) Customer interaction Personalization Marketing Machine learning (ML) AI framework Competitive advantage