Nada Ghesh

Global experiences, intelligent technologies : The development of an AI-enabled Customer Experience (AICX) Scale

2026 · Strathprints: The University of Strathclyde institutional repository (University of Strathclyde)

Purpose This study introduces Artificial Intelligence–enabled Customer Experiences (AICX) conceptualised as distinct, multidimensional form of customer experience arising from interactions with AI-enabled technologies and develops and validates a novel scale to measure the phenomenon. Design/methodology/approach …