Intelligent Management and Artificial Intelligence: Trends, Challenges, and Opportunities, Vol.1

Purpose: The digital technology revolution has greatly changed how companies interact with their customers, which is directly related to the company's probability and durability. As a result, companies are constantly looking for new ways to improve customer experiences and engagement to remain competitive. One technology that has proven particularly effective in this area is artificial intelligence (AI). Need for the study: Companies can use AI-based technologies such as machine learning, natural language processing, and predictive analytics to analyze customer data and learn more about consumer preferences, routines, and behaviors. This data can be used to personalize marketing initiatives and offers, improve customer service, and increase revenue. Methodology: The article is theoretical in nature and presents previously published research on the contribution of artificial intelligence to customer experience management. Findings: The article presents the possibilities of using Big Data at different stages of the customer journey. Possible implications for customer experience management are also indicated. Practical Implications: The analyses and indications contained in the article can be a valuable guideline for practitioners in the context of using artificial intelligence in collecting and processing customer-related information during the purchase decision-making process. At the same time, it confirms for those managers who have already undertaken the effort of designing and managing customer experiences that they can streamline this process thanks to artificial intelligence.