September 2026
Intermediate
288 pages
7h 45m
English
Content preview from Customer Engagement Strategy
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6 Artificial intelligence and the customer journey
Introduction: when algorithms meet the customer
AI is evolving at a pace that even technology-savvy organizations struggle to keep up with. New applications emerge almost daily, spanning automation, analytics, personalization, creativity and decision-making. While this rapid expansion underscores AI’s transformative potential, it also creates considerable uncertainty. The sheer breadth of possible use cases makes it difficult to identify where AI can deliver value, how it should be integrated into existing processes and which applications align with strategic objectives rather than technological hype (Cooper, 2024).
In Chapter 2, AI was first introduced as a quiet enabler in the background, ...
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