ARTIFICIAL INTELLIGENCE IN CUSTOMER EXPERIENCE MANAGEMENT

The rapid adoption of Artificial Intelligence (AI) is transforming Customer Experience Management (CEM) globally by enabling firms to enhance responsiveness, personalize interactions, and deliver seamless services. However, the effective use of AI in CEM among organizations in South-East Nigeria remains underexplored. This study investigates the impact of AI on customer experience management, focusing specifically on responsiveness and personalization in customer interactions. A cross-sectional survey research design was employed, with data collected from 200 employees and managers across banks, e-commerce platforms, and SMEs using a structured questionnaire titled Artificial Intelligence in Customer Experience Management Index (AICEMI), validated with a reliability coefficient of 0.86. Data were analyzed using correlation analysis at a 0.05 level of significance. Findings reveal that AI significantly enhances responsiveness and personalization, enabling organizations to respond promptly to customer inquiries and tailor experiences to individual preferences. The study concludes that AI is a critical enabler of effective customer experience management, operational efficiency, and competitive advantage. It is recommended that organizations adopt AI tools for real-time responsiveness and leverage AI-driven personalization to strengthen customer engagement, satisfaction, and loyalty.