Catarina Araújo, Rui Gonçalves, R. Costa, Á. Dias, L. Pereira
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Artificial intelligence in the digital customer journey
: 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
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
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