Logo do repositório
 
Publicação

How AI Tools Affect the Customer Experience: a case study

2026-05-15Manuscrito Acesso aberto
Ver registo simples
datacite.subject.fosCiências Sociais::Economia e Gestão
datacite.subject.sdg08:Trabalho Digno e Crescimento Económico
datacite.subject.sdg09:Indústria, Inovação e Infraestruturas
dc.contributor.authorBoulkara, Amina
dc.contributor.authorKhadich, Ghada
dc.date.accessioned2026-05-19T09:01:29Z
dc.date.available2026-05-19T09:01:29Z
dc.date.issued2026-05-15
dc.description.abstractUsing an integrative review, this study provides a hypothetical-deductive approach of the effects of adopting AI tools on enhancing customer experience. The study was motivated by the observation that, in today’s competitive business environment, organizations often struggle to fully leverage AI technologies to understand and address customer needs, which can limit the effectiveness of customer experience strategies. To address this issue, this study employed an integrative review as a qualitative research method, structured around literature search, data extraction, and thematic analysis. From the analysis of relevant literature, findings suggest that the effective implementation of AI tools including chatbots, recommendation systems, and predictive analytics is closely linked with the personalization and efficiency of customer interactions. Proper integration of AI enables organizations to anticipate customer needs, optimize service processes, and foster stronger relationships. However, insufficient adoption or misalignment of AI strategies may hinder customer engagement and satisfaction. By examining the role of AI adoption in enhancing customer experience, this study sheds light on the mechanisms through which intelligent technologies bridge the gap between businesses and clients. Future research could employ exploratory empirical methods to develop a structured model that further elucidates how specific AI tools contribute to improved customer experiences across different industries.eng
dc.identifier.citationBoulkara, A., & Khadich, G. (2026). How AI Tools Affect the Customer Experience: a case study. Dutch Journal of Finance and Management, 9(1), 40606. https://doi.org/10.55267/djfm/18558
dc.identifier.doihttps://doi.org/10.55267/djfm/18558
dc.identifier.issn2542-4750
dc.identifier.urihttp://hdl.handle.net/10400.26/63187
dc.language.isoeng
dc.peerreviewedyes
dc.relation.hasversionhttps://www.djfm-journal.com/article/how-ai-tools-affect-the-customer-experience-a-case-study-18558
dc.relation.ispartofseries40606
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subjectArtificial Intelligence
dc.subjectAI Tools
dc.subjectCustomer Experience
dc.subjectManagement Organizations
dc.titleHow AI Tools Affect the Customer Experience: a case studyeng
dc.typemanuscript
dspace.entity.typePublication
oaire.citation.issue1
oaire.citation.titleDutch Journal of Finance and Management
oaire.citation.volume9
oaire.versionhttp://purl.org/coar/version/c_970fb48d4fbd8a85

Ficheiros

Principais
A mostrar 1 - 1 de 1
Miniatura
Nome:
how-ai-tools-affect-the-customer-experience-a-case-study-18558.pdf
Tamanho:
614.9 KB
Formato:
Adobe Portable Document Format
Ver/Abrir
Licença
A mostrar 1 - 1 de 1
Miniatura indisponível
Nome:
license.txt
Tamanho:
1.85 KB
Formato:
Item-specific license agreed upon to submission
Descrição:
Ver/Abrir

Coleções

IADITI - Dutch Journal of Finance and Management