Artificial intelligence in the digital customer journey

Q2 Business, Management and Accounting

International Journal of Electronic Customer Relationship Management Pub Date : 2022-01-01 DOI:10.1504/ijecrm.2022.124098

Catarina Araújo, Rui Gonçalves, R. Costa, Á. Dias, L. Pereira

引用次数: 1

Abstract

: Artificial intelligence (AI) is present in many business areas, the marketing of the fashion industry being one of them. In this sense, AI becomes relevant for firms, helping to acquire better consumer data and to stand out from the competition by offering personalised, rich, and unique experiences. This study seeks to understand the current state of interaction that consumers have with AI during the digital customer journey (CJ), in the fashion industry. This research focused on the fashion industry and addresses the following AI technologies: recommendation systems, chatbots and virtual testers. These

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数字化客户旅程中的人工智能

人工智能(AI)出现在许多商业领域，时尚行业的营销就是其中之一。从这个意义上说，人工智能与企业息息相关，它可以帮助企业获取更好的消费者数据，并通过提供个性化、丰富和独特的体验，在竞争中脱颖而出。本研究旨在了解消费者在时尚行业的数字客户旅程(CJ)中与人工智能的互动现状。这项研究主要关注时尚行业，并涉及以下人工智能技术:推荐系统、聊天机器人和虚拟测试器。这些

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling