ENHANCED AI-POWERED CUSTOMER EXPERIENCE MODEL

Abstract

This journal will focus on the intersection of artificial intelligence (AI) and customer experience (CX), highlighting how emerging technologies enhance customer interactions, personalization and satisfaction.AI- powered customer experience models are revolutionizing how business interact with customers by offering real-time, personalized and data-driven interactions. Today’s customers expect brands to anticipate their needs, resolve issues instantly, and provide seamless interactions across all channels. The enhanced AI-powered customer experience model aims to transform traditional customer service into an intelligent, customer-centric experience.  This study presents an enhanced AI-powered customer experience model by integrating three (3) additional factors; data security, customer satisfaction, and customer loyalty into an existing framework comprised of seven (7) factors, including AI-perceived services (service quality), perceived sacrifice, perceived convenience, personalization, relationship commitment, trust and AI-powered customer experience service. Utilizing a quantitative approach, the model was tested for statistical significance using ANOVA, which confirmed the overall model's validity. Further analysis revealed that AI-powered customer service, relationship commitment, perceived convenience, data security, and customer satisfaction significantly impact the dependent variable, customer loyalty. Data Security is statistically significant with p (0.000) < (0.05) which indicates that there is a substantial contribution from data security to customer loyalty. These findings highlight the importance of integrating data security and customer satisfaction into AI-driven customer experience strategies to effectively enhance customer loyalty. The enhanced model offers valuable insights for businesses aiming to optimize their customer experience initiatives through advanced artificial intelligence technologies.