Machine Learning for Business Analytics

Chapter 11 The Impact of Artificial Intelligence on Customer Experience and the Purchasing Process

Laxmi Shaw, Megha Mankal, and Chinnapani Kiran Kumar

DOI: 10.4324/9781003206316-11

Contents

11.1 Introduction

11.2 The Customer Experience: A Literature Review

11.2.1 Concepts and Definitions

11.2.2 The Dimensions Included in Customer Experience

11.2.3 The Customer Experience Measurement

11.3 Artificial Intelligence in the Public Sector

11.4 Artificial Intelligence in Retail Sector

11.5 Artificial Intelligence in B2B E-commerce

11.6 Challenges of Artificial Intelligence

11.7 Benefits of a Satisfied Customer

11.8 Research Methodology

11.8.1 Population

11.8.2 Sample Size

11.8.3 Data Sources

11.8.4 Conceptual Model

11.9 Discussion of the Findings ...