... a claim occurs, the same chatbot is used for the first notification of the damages assessment; in some cases, it issues the payment in less than three seconds, improves the customer experience and drastically reduces the customer’s expense ratio so that they end up saving. AI is more effective when...

...Antonella Angelini; Annalisa Gilli Purpose This paper aims to consider how customer experience can be used by wineries to enrich their value proposition and improve their competitive advantage. Design/methodology/approach Qualitative research, using a semi-structured interview approach...

...Ian R. Hodgkinson; Thomas W. Jackson; Andrew A. West Purpose Customer experience is more critical than ever to firms’ successes and future growth opportunities. Typically measured through aggregate satisfaction scores, businesses have been criticized for oversimplifying what experience means...