| Leveraging AI Technologies for Customer Journey Optimization |
| کد مقاله : 1142-MMAI |
| نویسندگان |
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امیرحسین رنجبر *1، محمدرضا قادری2 1تهران،شهران شمالی، بن بست رضا سیادت, پلاک ۱۳ 2بندرعباس- گلشهرجنوبی- خیابان سعادت- کوچه لاله اول شرقی- پلاک 9 |
| چکیده مقاله |
| In today's competitive digital landscape, customer experience (CX) is a critical differentiator, yet traditional customer journey models struggle to meet evolving consumer expectations for seamless, personalized interactions. Artificial Intelligence (AI) offers transformative tools to enhance CX by personalizing experiences, predicting behavior, and automating engagement. This narrative review synthesizes current literature to provide a structured understanding of AI's role across the distinct stages of the customer journey: awareness, consideration, purchase, retention, and advocacy. We examine key AI capabilities, including Machine Learning (ML), Natural Language Processing (NLP), Computer Vision, Recommender Systems, Predictive/Prescriptive Analytics, Generative AI, Emotion AI, and Voice AI, detailing how they enable personalization, automation, and predictive insights at each stage. Industry examples from companies like Amazon, Sephora, and Starbucks illustrate the practical application and strategic integration of these technologies. The findings highlight that AI is not merely augmenting touchpoints but orchestrating integrated, dynamic customer journeys, shifting engagement towards context-aware systems. Effective deployment requires strategic alignment, robust data infrastructure, and careful consideration of ethical implications like transparency and fairness. This review offers scholars and practitioners a comprehensive perspective on leveraging AI to navigate and optimize the modern customer journey. |
| کلیدواژه ها |
| Artificial Intelligence (AI), Customer Journey, Customer Experience (CX), Personalization, Machine Learning(ML) |
| وضعیت: پذیرفته شده برای ارائه شفاهی |