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August 4, 2025

From CRM to CXM: Strategic Marketing Shifts Enabled by Artificial Intelligence

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Authors

NANajm Abed Khalaf Alhatimi Aleessawi

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Overview

This research reveals how AI improves customer experience in marketing, suggesting challenges like data privacy must be addressed.

Key Points

  • The shift from customer relationship management to customer experience management represents a key marketing evolution influenced by artificial intelligence.
  • Insights from 15 global experts indicate a 92% consensus on trends in AI-driven customer experiences, highlighting machine learning's predictive analytics role.
  • The study utilized the Delphi technique across three rounds, focusing on AI technologies impacting personalization and real-time engagement through chatbots.
  • Ethical AI frameworks and integrated platforms are essential to overcoming challenges like data privacy and cost in adopting customer experience management.

Cite This Study

Najm Abed Khalaf Alhatimi Aleessawi (2025) studied this question.

synapsesocial.com/papers/689a0f8de6551bb0af8d0db4https://doi.org/10.21203/rs.3.rs-7207363/v1
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