In today’s digital age almost all of us have experienced the thrill of clicking “add to cart” and the subsequent anticipation of our purchases arriving. Yet many of us may not reflect on the multitude of interactions and emotions that succeed that singular moment. Underlying these experiences is the invisible hand of artificial intelligence, steering our post-purchase journey. While AI presents vast possibilities to enrich this journey, it also ushers in significant challenges that could negatively impact customer retention and a brand’s bottom line.
