Unlocking Tomorrow’s Landscape: How AI Will Reshape Customer Journeys (B2B & B2C)

Unlocking Tomorrow’s Landscape: How AI Will Reshape Customer Journeys (B2B & B2C)

Kishan Kumar & Ankit Kumar Yadav

Under Guidance of – Dr. Pooja Khanna

MASTER OF BUSINESS ADMINISTRATION
LOVELY PROFESSIONAL

UNIVERSITYPHAGWARA, PUNJAB

Abstract:

Businesses must ask themselves this question as we approach a revolutionary era: how will artificial intelligence (AI) change the B2B and B2C customer journey landscapes? This capstone study explores and covers the journey of artificial intelligence (AI), it’s impact on the business, the new opportunities along with challenges and the future predictions following the literature reviews, case studies, and expert insights. The research unveils a wide variety of possibilities waiting to be unlocked.

This research focuses on the transformative potential of artificial intelligence (AI) for businesses and customers alike. It serves as a valuable resource for business leaders, marketing and sales professionals, customer service teams to managing artificial intelligence (AI) adoption plans and optimizing customer journey opportunities. Using AI-powered tools for personalized engagement and data-driven decisions. Using AI to improve productivity and customize assistance. Includes key Findings like Personalized Experiences, Data-Driven Decisions Automation & Efficiency. AI-powered chatbots offer seamless B2B customer service, while B2C brands use recommendation engines to provide hyper-personalized product suggestions. AI streamlines B2B workflows, boosting productivity.

Beyond these, the research identifies: Opportunities: How AI increases customer engagement to a greater extent, unlocking brand loyalty and advocacy. Areas to integration of AI in business regular process. Challenges: What could be the Ethical considerations and potential job displacement carefully.