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Artificial Intelligence along the Customer Journey A Customer Experience Perspective

The development of several AI solutions has revolutionized the way in which consumers behave. Serving as a guide to the role that AI plays on different aspects of consumers’ life, this book provides a comprehensive understanding of the main artificial intelligence (AI) solutions available in the mar...

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Bibliographic Details
Main Authors: Barone, Ada Maria, Stagno, Emanuela (Author)
Format: eBook
Language:English
Published: Cham Palgrave Macmillan 2023, 2023
Edition:1st ed. 2023
Subjects:
Telemarketing
Consumer Behavior
Internet Marketing
Customer Relationship Management
Technological Innovations
Innovation And Technology Management
Customer Relations / Management
Digital Marketing
Online Access:
Collection: Springer eBooks 2005- - Collection details see MPG.ReNa
Table of Contents:
  • 4. Service robots across the customer journey
  • 5. Service robots in the face of service failure
  • 6. Directions for futureresearch
  • 7. Conclusion
  • 8. References
  • Chapter 6. Augmented Reality
  • 1. Augmented reality in advertising: the power of AR in the pre-purchase stage
  • 2. Augmented reality in retailing: virtual try-on applications
  • 3. Augmented reality in retailing: augmented environments and product presentations
  • 4. Directions for the future for augmented reality across the customer journey: business opportunities and avenues for further research
  • 5. Conclusion
  • 6. References
  • Chapter 7. Virtual Reality and the Customer Journey
  • 1. The main dimensions of virtual reality
  • 2. Virtual reality experiences in the customer journey
  • 3. Directions for future research
  • 4. Conclusion
  • 5. References
  • Chapter 8. Conclusions
  • 1. References
  • Index
  • 1. What are chatbots and why they are important for customer experience
  • 2. The drivers of consumers’ cognitive, affective, and behavioural responses to chatbots
  • 2.1 Consumers’ expectations and perceptions of chatbots
  • 2.2. How to design chatbots for successful customer experiences: the role of human-like features
  • 2.3 Disclosure of chatbot identity
  • 3. The impact of chatbots on the customer journey: what we know so far and directions for future research
  • 4. Conclusion
  • 5. References
  • Chapter 4. Voice Assistants
  • 1. Drivers of VAs’ adoption
  • 2. Privacy concerns as a deterrent of VA adoption
  • 3. The impact of voice assistants on the customer journey
  • 4. Directions for future research
  • 5. Conclusion
  • 6. References
  • Chapter 5. Robots in Retail
  • 1. Service robots and their main characteristics
  • 2. When and why do consumers prefer robots over human employees?
  • 3. Collaboration between robots and service employees
  • Chapter 1. Introduction
  • 1. A brief guide to artificial intelligence
  • 2. Key artificial intelligence technologies along the customer journey
  • 2.1. AI-powered self-service technologies
  • 2.2. Chatbots
  • 2.3. Voice assistants
  • 2.4. Service robots
  • 2.5. Augmented reality
  • 2.6. Virtual reality
  • 3. A new framework for modelling artificial intelligence technologies along the customer journey
  • 3.1. Study design and procedure
  • 3.2. Study results
  • 4. A customer experience perspective on artificial intelligence
  • 5. Appendix
  • 6. References
  • Chapter 2. AI-powered self-service technologies
  • 1. Conventional vs. AI-powered SSTs: key characteristics and differences
  • 2. AI-based SSTs: the rise of checkout-free and just walk out technologies
  • 3. AI-powered self-service technologies along the customer journey: current applications and potential for the future
  • 4. Conclusion
  • 5. References
  • Chapter 3. Chatbots

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