3 Oct 2023
CX & AI Unveiled: A Journey Through History
In this enlightening podcast episode, join hosts Nora and Omar on a captivating journey through the intertwined history of Customer Experience (CX) and Artificial Intelligence (AI). The episode explores the evolution of CX, from its roots in human consciousness to its current holistic and strategic perspective. It delves into the transformative power of AI, showcasing how it has revolutionized the way businesses engage with customers, predict behaviors, and deliver personalized interactions. This historical backdrop provides valuable insights for CX professionals, enthusiasts, and businesses looking to harness AI's potential for enhanced customer experiences in today's digital landscape.
In a rapidly evolving world where customer expectations soar, CX has become pivotal for businesses, and AI has emerged as a transformative force. As we trace the historical journey of these two realms, we uncover their profound interplay and the continuous quest to understand and fulfill customer needs. This podcast episode serves as a window into the past, shedding light on how AI and CX have evolved in parallel and intersected, ultimately shaping the dynamic landscape of customer engagement. Tune in for a deeper understanding of the past, present, and future of CX and AI, and the powerful role they play in today's business world.
This episode is based on the literature review, and I would like to extend a heartfelt thank you to Dr. Benjamin Wright for his invaluable assistance and guidance throughout this process.
References used in this episode
Customer Experience
James, W. (1971). The principles of psychology. New York: Dover Publications.
Csikszentmihalyi, M. (1990). Flow: The psychology of optimal experience. Harper & Row.
Carbone, L. P. (1984). Customer experience: What it is, how to measure it, how to improve it. New York: AMACOM.
Pine II, B. J., & Gilmore, J. H. (1999). Welcome to the experience economy. Harvard Business Review Press.
Artificial Intelligence
Russell, S., & Norvig, P. (2010). Artificial intelligence: A modern approach. Upper Saddle River, NJ: Prentice Hall.
Nilsson, N. J. (2014). Artificial intelligence: A new synthesis. Morgan Kaufmann.
Poole, D. L., & Mackworth, A. K. (2017). Artificial intelligence: Foundations of computational agents. Cambridge University Press.
Additional References
Csikszentmihalyi, M., & Csikszentmihalyi, I. S. (Eds.). (1988). Optimal experience: Psychological studies of flow in consciousness. Cambridge university press.
Kotler, P. (2000). Marketing management. Upper Saddle River, NJ: Prentice Hall.
Reichheld, F. F. (1996). The loyalty effect: The hidden force behind growth, profits, and lasting value. Harvard Business Press.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality. Journal of retailing, 64(1), 12-40.
Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of consumer research, 9(2), 132-142.
Gummesson, E. (1991). Marketing relationships: A view from the buyer. In Marketing and consumer behavior (pp. 3-23). Routledge.
Schmitt, B. H. (1992). Experiential marketing: Incorporating customer experience into marketing strategy. Journal of marketing management, 8(1), 139-162.
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