AI Innovations for Customer Experience Optimization in the Service Sector

Mourad Aarabe, Nouhaila Ben Khizzou, Lhoussaine Alla

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Hardback

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English

IGI Global
08 May 2025

Customer services; Service industries; Artificial intelligence

The rise of digital technology and the proliferation of customer data have created fertile ground for the application of AI in the services sector. Customers expect personalized, fluid, and proactive experiences in the current era. From chatbots and virtual assistants to predictive personalization and sentiment analysis, AI allows companies to gain deeper insight into their customers' needs and preferences, enabling them to deliver more tailored and effective customer experiences. AI Innovations for Customer Experience Optimization in the Service Sector addresses the theoretical, methodological, and empirical gaps in the academic and professional literature on using AI innovation solutions to optimize marketing processes and customer experiences. It encourages more rigorous and in-depth research to catalyze innovation and excellence in AI-based customer experience management, particularly in the services sector. Covering topics such as value creation, customer journey mapping effect, and telecommunications, this book is an excellent resource for marketing specialists, customer service managers, strategy manager, consultants, technology specialists, professionals, researchers, scholars, academicians, and more.

Edited by: Mourad Aarabe, Nouhaila Ben Khizzou, Lhoussaine Alla
Imprint: IGI Global
Dimensions: Height: 254mm, Width: 178mm, Spine: 22mm
Weight: 862g
ISBN: 9798337309187
Pages: 415
Publication Date: 08 May 2025
Audience: General/trade , ELT Advanced
Format: Hardback
Publisher's Status: Active

Mourad Aarabe is a PhD student at the National School of Business and Management of Fez, Sidi Mohamed de Ben Abdellah University. His research focuses on tourism, marketing, digital marketing, and management. Nouhaila Ben Khizzou is a PhD student at the National School of Business and Management of Fez, Sidi Mohamed de Ben Abdellah University. Lhoussaine Alla is a professor in management sciences at the National School of Applied Sciences, a researcher at the LAREMEF laboratory, Sidi Mohamed Ben Abdellah University, Fez, Morocco. He is a permanent professor of various marketing management modules at Sidi Mohamed Ben Abdellah University in Fez (Morocco) and in several public and private business graduate schools. He is an accredited professional expert in the fields of Training Engineering, Professional Coaching and Mentoring young entrepreneurs. After a PhD thesis on creating value for the customer and its impact on the overall performance of companies, Prof. Lhoussaine Alla invested more in scientific research in marketing, through various scientific contributions in the form of participation in international conferences and symposia and scientific publications, in various themes inherent to Marketing (customer value creation, customer behaviour, e-marketing, customer experience, sales performance, Marketing Data Analytics, territorial marketing, territorial attractiveness, territorial economic intelligence, ...), finance (stock market performance, financial analysts, financing package, ...), entrepreneurship (entrepreneur profile, startups, entrepreneurial resilience, ...), tourism (tourist attractiveness, visitor behaviour, tourism, performance of tourist destinations, ...), logistics (SC, SCM, SSCM, Green SCM, logistics performance, ...). Prof. Lhoussaine ALLA is also (co)editor of the e-book ""Integrating Intelligence and sustainability into supply chains. IGI Global. DOI: 10.4018/979-8-3693-0225-5"" and Publication Director of the scientific journal ""Managerial and Economic Alternatives - AME"", indexed on the IMIST portal, . Prof. Lhoussaine ALLA is also (co)coordinator of many scientific events devoted to marketing research. As much scientific and educational accumulation, the publisher aims to mobilize the potential to bring together researchers and imminent experts to share the fruits of their relevant and innovative research in the implementation, supervision, evaluation, Mastery and reinvention of innovative solutions developed through Data Engineering and AI in Marketing. He is now co-editor of two collective works that will be published via IGI Global: 1. Applying Qualitative Research Methods to Science and Management. 2. Utilizing Technology to Manage Territories. Prof Lhoussaine is the coordinator of a young researchers team, very dynamic and talented, with complementary profiles, creating a friendly space for high-level scientific research.