Home / Current Issue / Paper 1711168
AI and Customer Experience: The New Business Superpower
Subject area: Science,Engineering and Technology · Area of research: AI Automation and Innovation
Abstract
Customer experience (CX) has become one of the primary differentiators of businesses in the hyper-competitive marketplace of all industries nowadays. In the wake of the rapid development of artificial intelligence (AI), businesses can now afford to reinvent their relationships with customers by making them more personal, efficient, and proactive than they have never been. The paper examines the ways AI is transforming the customer experience landscape, including the use of AI in data-driven personalization, real-time service delivery, predictive analytics, and automated support. Using technologies like machine learning, natural language processing, and conversational AI, not only are businesses satisfying the growing customer expectations, but also achieving strategic benefits by operational efficiencies and insights into the customers. AI implementation into the CX is no longer a concept of the future but a reality of the present that is changing how businesses interact, maintain, and expand their customer base. This paper looks at the industry trends, effective deployments, and the pitfalls that organizations encounter in their efforts to use AI to develop meaningful and scalable customer experiences.
References
[1] Jamil, G. L. (2024). When Things Changed: AI in Our Lives. Forever. In Perspectives on Artificial Intelligence in Times of Turbulence: Theoretical Background to Applications (pp. 13-33). IGI Global.
[2] Basu, Kanadpriya, Ritwik Sinha, Aihui Ong, and Treena Basu. "Artificial intelligence: How is it changing medical sciences and its future?." Indian journal of dermatology 65, no. 5 (2020): 365-370.
[3] Roski, Joachim, B. A. Hamilton, W. Chapman, J. Heffner, R. Trivedi, G. Del Fiol, R. Kukafka et al. "How artificial intelligence is changing health and healthcare." Artificial intelligence in health care: The hope, the hype, the promise, the peril. Washington DC: National Academy of Medicine (2019): 58.
[4] Noorbakhsh-Sabet, Nariman, Ramin Zand, Yanfei Zhang, and Vida Abedi. "Artificial intelligence transforms the future of health care." The American journal of medicine 132, no. 7 (2019): 795-801.
[5] Bohr, Adam, and Kaveh Memarzadeh. "The rise of artificial intelligence in healthcare applications." In Artificial Intelligence in healthcare, pp. 25-60. Academic Press, 2020.
[6] Gillner, Sandra. "We're implementing AI now, so why not ask us what to do?–How AI providers perceive and navigate the spread of diagnostic AI in complex healthcare systems." Social Science & Medicine 340 (2024): 116442.
[7] Mohammad, S., Rahman, M. M. M., & Farahmandi, F. (2021, December). Required policies and properties of the security engine of an SoC. In 2021 IEEE International Symposium on Smart Electronic Systems (iSES) (pp. 414-420). IEEE.
[8] Hossain, M. M., Mohammad, S., Vosatka, J., Allen, J., Allen, M., Farahmandi, F., ... & Tehranipoor, M. (2021, July). Hexon: Protecting firmware using hardware-assisted execution-level obfuscation. In 2021 IEEE Computer Society Annual Symposium on VLSI (ISVLSI) (pp. 343-349). IEEE.
[9] Mohammad, S., & Farahmandi, F. (2024, June). Dyfora: Dynamic firmware obfuscation and remote attestation using hardware signatures. In Proceedings of the Great Lakes Symposium on VLSI 2024 (pp. 471-476).
[10] Bepary, M. K., Basu, A., Mohammad, S., Hassan, R., Farahmandi, F., & Tehranipoor, M. (2025). SPY-PMU: Side-Channel Profiling of Your Performance Monitoring Unit to Leak Remote User Activity. Cryptology ePrint Archive.
[11] Mohammad, S., & Farahmandi, F. (2024, October). FortBoot: Fortifying Rooted-in-Device-Specific Security Through Secure Booting. In 2024 IFIP/IEEE 32nd International Conference on Very Large Scale Integration (VLSI-SoC) (pp. 1-4). IEEE.
[12] Busari, M. (2025). Secure Boot and Firmware Authentication Policies in SoCs.
How to cite this paper
@article{1711168,
author = { Adnan Ghaffar},
title = {AI and Customer Experience: The New Business Superpower},
journal = {Iconic Research And Engineering Journals},
year = {2025},
volume = {9},
number = {4},
pages = {564-572},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1711168.pdf},
abstract = {Customer experience (CX) has become one of the primary differentiators of businesses in the hyper-competitive marketplace of all industries nowadays. In the wake of the rapid development of artificial intelligence (AI), businesses can now afford to reinvent their relationships with customers by making them more personal, efficient, and proactive than they have never been. The paper examines the ways AI is transforming the customer experience landscape, including the use of AI in data-driven personalization, real-time service delivery, predictive analytics, and automated support. Using technologies like machine learning, natural language processing, and conversational AI, not only are businesses satisfying the growing customer expectations, but also achieving strategic benefits by operational efficiencies and insights into the customers. AI implementation into the CX is no longer a concept of the future but a reality of the present that is changing how businesses interact, maintain, and expand their customer base. This paper looks at the industry trends, effective deployments, and the pitfalls that organizations encounter in their efforts to use AI to develop meaningful and scalable customer experiences.},
month = {October},
}