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Keywords: Touchpoint
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Journal Articles
Introducing the socialbot: a novel touchpoint along the young adult customer journey
Available to Purchase
Journal:
European Journal of Marketing
European Journal of Marketing (2020) 54 (10): 2621–2643.
Published: 03 June 2020
... understanding of customer experience by highlighting the importance of incorporating an alternative touchpoint, the automated touchpoint (ATP), into the process model for customer journey and experience (Lemon and Verhoef, 2016). This is to account for AI and automated related touchpoints, such as socialbots...
