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Owusu-Mensah , Daniel
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Computer Science & IT Decision Sciences, Operations Research & Management

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Exploring the Impact of Artificial Intelligence on Customer Experience Personalization and Marketing Strategy Optimization in Digital Marketing: An Empirical Analysis. Owusu-Mensah , Daniel; Sarfo, Philip Adu; Kusi, Gideon Appiah
Journal of Management and Informatics Vol. 4 No. 2 (2025): August Season | JMI : Journal of Management and Informatics
Publisher : University of Science and Computer Technology

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51903/jmi.v4i2.242

Abstract

This study explores the transformative role of Artificial Intelligence (AI) in enhancing customer experience personalization (CEP) and optimizing marketing strategies (MSO) within digital marketing environments. Grounded in the Technology Acceptance Model (TAM), the research incorporates ethical and privacy concerns (EC) as moderating factors influencing AI adoption and its effectiveness. Using survey data from marketing professionals across diverse industries, the study employs Structural Equation Modeling (SEM) to analyze complex relationships among AI use, CEP, MSO, and marketing outcomes. The findings reveal that AI significantly improves customer engagement and marketing performance by enabling tailored interactions, data-driven segmentation, and campaign optimization. Moreover, ethical and privacy concerns positively moderate these effects, underscoring the necessity of responsible AI practices in sustaining consumer trust and regulatory compliance. By offering empirical insights into the interplay between AI, personalization, strategy, and ethics, this study contributes to both theoretical development and practical guidance for businesses navigating digital transformation. The research highlights AI’s strategic potential in creating sustainable competitive advantage while advocating for ethical safeguards in technology-driven marketing.
Co-Authors Kusi, Gideon Appiah Sarfo, Philip Adu