Artificial Intelligence and Customer Experience: Key Takeouts From Telecoms Sector in Zimbabwe (original) (raw)

The Role of Artificial Intelligence on Enhancing Customer Experience

International Review of Management and Marketing

The main aim of the study is to examine the role of artificial intelligence (AI) on Enhancing Customer Experience in Palestine through different industries, such as banks and telecommunication companies. Interviews and a structured questionnaire were the primary data of this study. The results of the study revealed that there is a positive significant relationship between AI and Customer Experience. AI explained 26.4% of the variance of the customer experience (R²=0.264, F (1,89)=28.634, P < 0.05). Customer Experience has two dimensions; Customer service and after-sale support, the study shows that AI predicted 22.9% of the variance of customer service, whereas it predicted 7% of After-Sale Support. Moreover, providing Personalized Customer Service throughout the customer's buying journey has a great impact on customer experience. The study recommends enterprises to offer more personalized services for customers which it influences their overall experience with the enterprise. Likewise, it's highly recommended to employ AI in call centers and the other after-sales support services to shortening the customers waiting time.

Understanding artificial intelligence experience: A customer perspective

International Journal of Data and Network Science

The engagement between customers and brands is being transformed by artificial intelligence (AI). However, there has been little study into AI-powered customer experiences; hence, this research aims to examine how the incorporation of AI in purchasing might result in a better AI-powered customer experience. This research will develop a conceptual model based on the service quality model and trust-commitment theory. Further to this, an online questionnaire was distributed to individuals who had utilised an AI-powered service provided by a particular brand, and consequently, a total of 354 responses were analysed using Structural Equation Modelling (SEM). The results that were deduced from the responses demonstrated that relationship commitment has begun to substantially impact AI-powered customer experiences. In addition to this, the results also revealed that perceived sacrifice and trust both play an important role in mediating the impacts of perceived convenience, personalisation,...

INFLUENCE OF ARTIFICIAL INTELLIGENCE (AI) ON CUSTOMER EXPERIENCE AND LOYALTY: MEDIATING ROLE OF PERSONALIZATION

Journal of Data Acquisition and Processing , 2023

Since the advent of artificial intelligence, a number of studies have focused their attention on understanding its importance in the corporate setting. To this effect, this study seeks to assess the influence of artificial intelligence on customer experience and customer loyalty; as well as the mediating effect of personalization on this relationship. A quantitative online survey was conducted and 636 responses were gathered. The gathered data were analysed using IBM's AMO for SEM and a number of findings were made. It was discovered that artificial intelligence yields positive and significant (p<0.05) influence on customer experience, customer loyalty, and personalization. The influence of artificial intelligence on customer experience and customer loyalty is also mediated by personalization. Thus, it was concluded that companies seeking to develop strong customer loyalty and customer experience should integrate artificial intelligence into their product and service delivery process and this should be supported with personalization.

ROLE OF ARTIFICIAL INTELLIGENCE IN ENHANCING CUSTOMER EXPERIENCES USING ENTERPRISE BUSINESS APPLICATIONS

IAEME PUBLICATION, 2022

In today's rapidly evolving business landscape, delivering exceptional customer experiences has become a critical differentiator for organizations. Enterprise business applications play a pivotal role in facilitating seamless interactions between companies and their customers. Artificial Intelligence (AI) has emerged as a powerful technology that can revolutionize the way these applications are designed, deployed, and utilized, ultimately enhancing customer experiences. This research paper explores the role of AI in enhancing customer experiences through enterprise business applications, examining the current state, challenges, and prospects.

Artificial Intelligence Transforming Customer Service Management Embracing the Future

Journal of the Oriental Institute (ISSN: 0030-5324), 2023

The introduction of Artificial Intelligence (AI) has resulted in disruptive developments in a variety of industries, including customer service management. The purpose of this narrative analysis study is to investigate the role of AI in revolutionizing customer service management and its potential future consequences. The research focuses on four major AI integration components in customer service: social media monitoring, voice recognition, speech analytics, chatbots, and self-service portals. This study gives insights into the revolutionary potential of AI in customer service management through rigorous narrative analysis. It delves into the advantages and future possibilities of incorporating AIpowered elements such as customer sentiments, speech analytics, chatbots, and self-service portals. Understanding the growing environment of AI in customer service allows organization to better react to their customers' changing requirements and expectations, eventually improving customer happiness and loyalty in the digital era.

Toward a Model of Customer Experience - An Action Research Study within a Mobile Telecommunications Company

2010

Retaining profitable and high-value customers is a major strategic objective for many companies. In mature mobile markets where growth has slowed, the defection of customers from one network to another has intensified and is strongly fuelled by poor customer experience. In this light, this research-in-progress paper describes a strategic approach to the use of Information Technology as a means of improving customer experience. Using action research in a mobile telecommunications operator, a model is developed that evaluates disparate customer data, residing across many systems, and suggests appropriate contextual actions where experience is poor. The model provides value in identifying issues, understanding them in the context of the overall customer experience (over time) and dealing with them appropriately. The novelty of the approach is the synthesis of data analysis with an enhanced understanding of customer experience which is developed implicitly and in real-time.

The Role of Artificial Intelligence in Customer Satisfaction at Raipur City Chhattisgarh

International Journal of Scientific Research in Science and Technology, 2022

The millennial generation was born during a period of rapid technological adoption and development. This generation has become accustomed to utilizing technology to gather information and even make purchases. It's fascinating to learn about the aspects that influence the millennial generation's purchasing decisions. This study utilized artificial intelligence and digital marketing to collect data on the purchasing habits of the millennial population. 97 individuals were chosen for the study by purposive sampling. SEM is a technique for analyzing research data. The findings indicate that artificial intelligence and digital marketing have an effect on customer purchase intention.

Changing Dimensions of Customer Experience

.The increasing technological innovation and smart customer calls for a stronger focus on customer experience models, strategies, and ethics inherent in such practices It is essential to broaden the definition of customer experience beyond marketing and psychology to insights from technology-human interaction, new analytical practices, law, ethics and other areas. Customer purchase behavior is a rapidly evolving concept, forcing companies to adapt to their new demands by using innovative business models. The research was to frame a new customer experience model since it has more power on company’s decisions than ever before. An online survey was conducted; sample audience was a target segment of the age group of 18-32. It consisted of 17 questions which comprised of our present factors.

Assessing Performance and Customer Satisfaction with Artificial Intelligence: a Case Study

2019

In recent years, artificial intelligence (AI) technologies have been widely used in the service sector, but the debate regarding the application of these systems is characterized by extreme positions. is. This paper is aimed to investigate the impact of artificial intelligence on customer satisfaction. The methodological approach adopted is qualitative. In particular, we conducted a single-case study on the Chinese ecommerce giant, JD.com. Data were collected from the official reports of the company. JD.com is suited to this research because it employs its own artificial intelligence (JIMI) since 2012. Our research reveals that an AI system implemented may improve the corporate profitability and, consequently, the customer satisfaction.

How Artificial Intelligence (AI) is Transforming the User Experience in Digital Marketing

The Use of Artificial Intelligence in Digital Marketing: Competitive Strategies and Tactics, 2024

In this part of the book, the authors are diving into how artificial intelligence (AI) is completely changing the game in digital marketing, especially when it comes to the user experience. You see, AI gives companies these super cool abilities to deliver personalized content, analyze data like a pro, and create marketing strategies that really focus on the customer. Plus, AI has given birth to chatbots that have seriously shaken up customer service, making it way more personal and immediate. But, as cool as all this AI stuff is, it's not all smooth sailing. This chapter tackles things like data privacy, security, and making sure there are people who know how to handle it all. What really shows off the power of AI is how companies like Amazon and Spotify are using it to make the customer experience better. The more AI becomes a part of digital marketing, the more necessary it is to understand the good, the bad, and the sometimes ugly, to make sure AI is being used in the best and most ethical way possible.