AI and Customer Experience Management | CFR Early Insight #40
AI and Customer Experience Management
About the speaker
Lily Gao's research interest lies in the intersection of the fields of Marketing Analytics, Customer Experience Management, and Marketing Strategy.
The rapidly progressing new technology (e.g., metaverse, smart service robots, chatbots, AR, VR, AI algorithm) not only supports the new forms of interactions between customers and retailers, but also enhances the richness, quality, and volume of customer data via text, images, and video. In this vein, she is driven by the question of how to enable retailers to integrate and analyze data gathered from various sources, including company datasets and information gathered online (unstructured social media data), in order to gain a more profound insight into customer, firm, and market dynamics. To this end, Lily has launched and lead several research projects. Some of them have already been published in some prestigious journals in marketing field, such as Journal of the Academy of Marketing Science, Journal of Service Research, and Journal of Business Research.
By invitation only, please contact karl.strelis@hhs.se
CFR Early Insights
Center for Retailing (CFR) at the Stockholm School of Economics sets out to bring the best of science to the world of retailing. To achieve this, our research should offer novel insights into contemporary challenges in retail management.
Early Insights is a seminar series through which CFR faculty members share insights from ongoing research projects. The series provides a platform for employees at our partner companies to meet and discuss current challenges in retailing.