Customer decision making is the process by which consumers make decisions about a variety of things, including the purchase of goods or services. It is a complex process that is influenced by the customer's needs, wants, experiences and preferences, as well as by the information the customer possesses.
Published in Chapter:
Artificial Intelligence Applied to Digital Marketing
José Eduardo Aleixo (ISCAP, Polytechnic of Porto, Portugal),
José Luís Reis (University of Maia, Portugal), Sandrina Francisca Teixeira (ISCAP, CEOS, Polytechnic of Porto, Portugal), and
Ana Pinto de Lima (ISCAP, CEOS, Polytechnic of Porto, Portugal)
Copyright: © 2024
|Pages: 52
DOI: 10.4018/978-1-6684-9324-3.ch002
Abstract
In a time when the interest in artificial intelligence (AI) is increasingly gaining prominence, being considered by many as the beginning of the 4th Industrial Revolution, this chapter of this book explores, using qualitative research methodology, the impact resulting from AI applied to digital marketing. The analysis of interviews with ten experterts in AI and digital marketing, from different sectors of economic activity, showed that the impact of AI on marketing roles, skills, and capabilities is significant and will continue to develop in the future. This study reinforces that the impact of AI on digital marketing offers capabilities that allow more efficient and effective execution of marketing actions, allowing a global view of the audience, as well as the personalization and customization of the experience in real-time. The study proved that there is a need for investment in training by marketing professionals. The study also reveals that at the center of ethical concerns are concerns about the monopolization of data and its inappropriate, deliberate, or involuntary use.