Role of Artificial Intelligence in Personalized Marketing and Customer Experience Management

Mr. Virendra R. Augustine

Role of Artificial Intelligence in Personalized Marketing and Customer Experience Management

Author(s)	Mr. Virendra R. Augustine
Country	India
Abstract	Artificial intelligence (AI) has become one of the most dramatic shifts in marketing as it can help companies provide their customers with highly personalized products and operate customer experience in the most efficient manner possible through various channels. The old marketing strategies were mostly based on mass communication, high level of segmentation and slow feedback, and the AI enables organizations to process extensive amounts of customer information in real time and drive personalized reactions. AI aids in achieving improved targeting, one-to-one communication, dynamic pricing, orchestration of customer journeys, and automation of services through machine learning, natural language processing, recommendation engines, predictive analytics, and conversational agents. Current literature demonstrates that AI has found itself into the convergence of marketing, customer relationship management (CRM), and customer experience management (CEM) in which it increases marketing responsiveness, convenience and engagement and also presents ethical and governance issues. Research indicates that AI-enabled touchpoints have come to affect the customer at pre-purchase, purchase and after-sales processes, enhancing customer relevance and operational efficiency. Simultaneously, issues of privacy, algorithmic bias, the absence of transparency, and the loss of human warmth continue to be the main topic of scholarly and management discussions. The paper looks at AI use in personalized marketing and customer experience management synthesizing the latest literature and outlining an ordered conceptual view of its strategic importance. It explains key applications, advantages, risks, and management implications and formulates research goals and hypotheses to pursue the study. The paper concludes that AI can generate even better customer value and more robust relational results when implemented in a human-controlled, ethically regulated, and strategically combined marketing system instead of being an entirely automated technological tool.
Keywords	Artificial Intelligence, Personalized marketing, Customer Experience management, Customer Relationship management, Customer Journey.
Published In	Volume 17, Issue 1, January-June 2026
Published On	2026-03-23
Cite This	Role of Artificial Intelligence in Personalized Marketing and Customer Experience Management - Mr. Virendra R. Augustine - IJAIDR Volume 17, Issue 1, January-June 2026.

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Role of Artificial Intelligence in Personalized Marketing and Customer Experience Management

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