Publicação
Evaluating the impact of artificial intelligence on customer experience enhancement – a case study of peek & cloppenburg
| Resumo: | This work project examines the transformative impact of Artificial Intelligence (AI) on enhancing customer experience (CX) across various industries, with a specific focus on the airline and retail sectors. Employing both qualitative and quantitative research methods, this study explores how AI technologies are revolutionizing the customer journey, from initial interaction to post-purchase engagement. Through comprehensive surveys, expert interviews, and detailed case analyses of Ryanair and Peek & Cloppenburg, this thesis not only elucidates AI’s effectiveness in improving customer interactions but also highlights the challenges and opportunities associated with its implementation. Key findings demonstrate that strategic application of AI significantly boosts customer satisfaction, enhances operational efficiency, and can potentially reshape industry standards in customer service. |
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| Autores principais: | Schlundt, Melina |
| Assunto: | Artificial intelligence Customer experience Airline industry Retail sector Customer journey Technology adoption Operational efficiency Customer satisfaction Case study analysis Strategic implementation |
| Ano: | 2024 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | This work project examines the transformative impact of Artificial Intelligence (AI) on enhancing customer experience (CX) across various industries, with a specific focus on the airline and retail sectors. Employing both qualitative and quantitative research methods, this study explores how AI technologies are revolutionizing the customer journey, from initial interaction to post-purchase engagement. Through comprehensive surveys, expert interviews, and detailed case analyses of Ryanair and Peek & Cloppenburg, this thesis not only elucidates AI’s effectiveness in improving customer interactions but also highlights the challenges and opportunities associated with its implementation. Key findings demonstrate that strategic application of AI significantly boosts customer satisfaction, enhances operational efficiency, and can potentially reshape industry standards in customer service. |
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