What question did this study set out to answer?

The aim is to explore how new technologies powered by AI reshape customer experiences during shopping.

Transforming the Customer Experience through New Technologies

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This framework demonstrates the impact of new AI technologies on the shopping journey, suggesting pathways for enhancing customer engagement.

The aim is to explore how new technologies powered by AI reshape customer experiences during shopping.
Propose a typology of AI-powered new technologies and a framework for understanding their role in the customer journey.
Discuss the implications of these technologies across the pre-transaction, transaction, and post-transaction stages.
Outline interdisciplinary research avenues and future research ideas based on the proposed framework.
Identified key AI technologies like IoT, AR, VR, and chatbots that enhance customer experience.
Provided a conceptualization of managing these technologies to create experiential value.
Outlined specific impacts of these technologies at each stage of the shopping journey.

Hoyer et al. (2020) studied this question.

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This framework demonstrates the impact of new AI technologies on the shopping journey, suggesting pathways for enhancing customer engagement.