Description
Artificial intelligence (AI) is transforming how businesses engage with customers, with conversational technologies like chatbots and voice assistants enabling more responsive and personalized experiences. By leveraging data-driven insights, organizations can tailor interactions to individual preferences, enhancing satisfaction and loyalty. However, this shift toward hyper-personalization also raises ethical concerns related to privacy, transparency, and algorithmic bias. Addressing these challenges is essential to fostering responsible innovation that respects user autonomy while maximizing the benefits of AI. As AI continues to evolve, placing the customer at the center of technological development is key to building trust and long-term value in digital interactions.
Customer-Centric AI: Conversational Technologies, Personalization, and Ethical Innovation explores the transformative impact of AI on customer engagement, focusing on how technologies are reshaping marketing, service, and personalization strategies. It addresses the ethical implications of AI-driven interactions, highlighting issues of privacy, transparency, and trust in digital environments. Covering topics such as conversational AI, customer service, and social media, this book is an excellent resource for marketing professionals, customer experience and service managers, business leaders and strategists, AI developers, data scientists, graduate and postgraduate students, policymakers, researchers, and more.
Author's/Editor's Biography
Mahwish Zahara (Ed.)
Dr.
Mahvish Zahara
teaches Digital Marketing at the University of Bedfordshire and specializes in AI applications for marketing along with consumer behaviour analysis and strategic business development. She earned her PhD in Marketing while studying how Millennials view environmental sustainability and how these perceptions affect their purchasing intentions and behaviours. The MSc course on AI in Marketing under development by Dr. Zahara prepares students to apply AI across digital strategy enhancement, automation systems and data-centric decision-making processes. She actively conducts research while supervising four doctoral students who are investigating AI applications within the banking, supply chain management and marketing fields. Her proficiency in AI-powered research approaches has been acknowledged worldwide which led to invitations to speak at events including the Artificial Intelligence Symposium 2024 and the AI in Business and Society module (MSc Business Analytics) at Queen’s University Belfast. Dr. Zahara's academic work connects AI technology with marketing strategies to help businesses implement data-driven AI solutions that adhere to ethical marketing standards. Through academic publications and conference presentations alongside interdisciplinary partnerships she leads the advancement of AI in marketing business innovation.