Customer Experience In The Age Of Artificial Intelligence : A qualitative study on the impact of Artificial Intelligence on Digital Customer Experiences in Swedish retail

Sammanfattning

Research question: How do AI solutions influence digital customer experiences in Swedish retail companies? Purpose: This study explores how AI technologies affect customer experiences in Swedish retail by interviewing customers about their perceptions and interactions. The goal is to better understand these experiences and improve how AI is integrated into retail customer relationship management. Method: This study used qualitative research to explore how AI affects digital customer experiences in Swedish retail. By conducting semi-structured interviews and analyzing podcasts, it gathers detailed insights into customer perceptions and industry trends. With a goal to gain a thorough understanding of AI's role in improving digital retail experiences. Conclusion: AI solutions impact digital customer experiences in Swedish retail in various ways. They improve convenience and personalization but also create concerns about impersonality and data privacy. To get the most out of AI and build customer trust, it is important to balance technological effectiveness with a human-centric approach.