Journal Article

Effect of Artificial Intelligence on End-To-End Customer Centric Business Model

Abdel Hamid, Rahma Mahmoud, El-Khouly, Sayed Mahmoud

2022

Overview

This study explores the impact of artificial intelligence (AI) on the end-to-end customer-centric business model, covering all stages from marketing to after-sales services. The research begins with the premise that AI is a key driver in reshaping business strategies by enhancing customer experience and operational efficiency. The first section reviews the theoretical framework of AI and its applications in business, such as big data analytics, automated offer personalization, and customer service chatbots. These tools enable companies to better understand customer behavior and predict future needs. The second section analyzes AI's role across different stages of the value chain, highlighting its contributions to supply chain management, cost reduction, and streamlining of internal processes. It also underscores AI's role in targeted marketing, where algorithms deliver personalized content that increases engagement and purchase likelihood. The third section presents findings from a field study conducted with Egyptian companies across various sectors, showing that AI adoption improved customer satisfaction and loyalty but faced challenges such as weak technological infrastructure and limited availability of skilled professionals. The study concludes that AI is not merely a technical tool but a strategic transformation requiring a comprehensive redesign of business models to become more customer-focused. Recommendations include investing in training and capacity building, developing digital infrastructure, and adopting regulatory policies that encourage innovation. Abstract Written by Dar AlMandumh, 2025, Using AI

• Publisher: جامعة مدينة السادات - كلية التجارة
• Subject: الأداء المؤسسي / التطبيقات الرقمية / الذكاء الاصطناعي / تجربة العملاء