Abstract
This chapter conceptualizes customer experience and the consumer buying journey through the influence of artificial intelligence (AI) on varied sectors. It briefly reviews the importance of customer experience, the consumer buying journey, and the purchase process phases. Also, the concepts and definitions of elements related to customer experience are identified and explained. The dimensions of customer experience and their sub-dimensions are discussed in this review. Coming to AI, its prominence and applications in various fields like retail sectors, public sector, and B2B e-commerce are also explained. Apart from that, the challenges of AI are also notified to gain a deeper insight on the impacts of AI on human life. Finally, the analysis on both customer experience and consumer buying is explained by two models separately. In that one model explains the influence of AI application chatbots on consumer buying journey is well explained in this chapter.
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