Impact of Artificial Intelligence on Customer Journey Mapping and Experience Design
Thangaraja Arumugam, Saman Hameed, J. A. S. Mohamed Ehya, Vimala Kadiresan, Renuga Krishnaraj · Advances in computational intelligence and robotics book series · 2024
Artificial intelligence enables organizations to gain deeper insights into their consumers' behavior, preferences, and areas of dissatisfaction through the utilization of sophisticated algorithms and data analysis. This enhances the effectiveness of their experience design tactics. This abstract presents a comprehensive examination of how artificial intelligence (AI) is transforming the process of customer journey mapping. It explores this topic through a combination of theoretical analysis and real-life illustrations. These encompass predictive modeling, sentiment analysis, and dynamic content customization. In addition, this analysis examines the advantages and disadvantages of integrating artificial intelligence (AI) into experience design, taking into account concerns about privacy and the necessity for interdisciplinary collaboration. This demonstrates the significance of continuously generating innovative concepts and adjusting to a perpetually evolving world. In summary, this abstract provides valuable insights into the significant impact of AI on customer experience strategies and its implications for firms striving to maintain a competitive edge in the current market.