{"id":"https://openalex.org/W7147199876","doi":"https://doi.org/10.1007/978-3-032-13149-2_28","title":"AI and Customer Journey Mapping: Optimizing Touchpoints for Enhanced Marketing Outcome","display_name":"AI and Customer Journey Mapping: Optimizing Touchpoints for Enhanced Marketing Outcome","publication_year":2026,"publication_date":"2026-01-01","ids":{"openalex":"https://openalex.org/W7147199876","doi":"https://doi.org/10.1007/978-3-032-13149-2_28"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-032-13149-2_28","doi":"https://doi.org/10.1007/978-3-032-13149-2_28","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-032-13149-2_28","pdf_url":null,"source":{"id":"https://openalex.org/S2764461748","display_name":"Studies in computational intelligence","issn_l":"1860-949X","issn":["1860-949X","1860-9503"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","jufo-1","norway-1"],"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Studies in Computational Intelligence","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W7147216522","display_name":"Generative Artificial Intelligence-Driven Innovation: Strategies and Ethical Frameworks for Responsible AI"},"type":"book-chapter","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5132590442","display_name":"Mohammad Khalaf Khalil Alsbou","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mohammad Khalaf Khalil Alsbou","raw_affiliation_strings":["Amman, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Amman, Jordan","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5132639985","display_name":"Ahmad Yahia Al-Omari","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ahmad Yahia Al-Omari","raw_affiliation_strings":["Amman, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Amman, Jordan","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5114075941","display_name":"Mohammad Reyad Almajali","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mohammad Reyad Almajali","raw_affiliation_strings":["Amman, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Amman, Jordan","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5132583355","display_name":"Lina H. Warra","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I146367977","display_name":"Applied Science Private University","ror":"https://ror.org/01ah6nb52","country_code":"JO","type":"education","lineage":["https://openalex.org/I146367977"]},{"id":"https://openalex.org/I91633459","display_name":"Middle East University","ror":"https://ror.org/059bgad73","country_code":"JO","type":"education","lineage":["https://openalex.org/I91633459"]}],"countries":["JO"],"is_corresponding":false,"raw_author_name":"Lina H. Warra","raw_affiliation_strings":["Research Unit, Middle East University, Amman, Jordan","School of Business, Applied Science Private University, Amman, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Research Unit, Middle East University, Amman, Jordan","institution_ids":["https://openalex.org/I91633459"]},{"raw_affiliation_string":"School of Business, Applied Science Private University, Amman, Jordan","institution_ids":["https://openalex.org/I146367977"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5116296239","display_name":"Rami Almatarneh","orcid":"https://orcid.org/0000-0003-1689-1330","observed_orcids":["https://orcid.org/0000-0003-1689-1330"]},"institutions":[{"id":"https://openalex.org/I153687341","display_name":"Zarqa University","ror":"https://ror.org/01wf1es90","country_code":"JO","type":"education","lineage":["https://openalex.org/I153687341"]}],"countries":["JO"],"is_corresponding":false,"raw_author_name":"Rami Almatarneh","raw_affiliation_strings":["Department of Cybersecurity, Zarqa University, Zarqa, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Cybersecurity, Zarqa University, Zarqa, Jordan","institution_ids":["https://openalex.org/I153687341"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5002385916","display_name":"Maha Mahdi Alkhaffaf","orcid":"https://orcid.org/0000-0002-1395-0596","observed_orcids":["https://orcid.org/0000-0002-1395-0596"]},"institutions":[{"id":"https://openalex.org/I146367977","display_name":"Applied Science Private University","ror":"https://ror.org/01ah6nb52","country_code":"JO","type":"education","lineage":["https://openalex.org/I146367977"]},{"id":"https://openalex.org/I91633459","display_name":"Middle East University","ror":"https://ror.org/059bgad73","country_code":"JO","type":"education","lineage":["https://openalex.org/I91633459"]}],"countries":["JO"],"is_corresponding":false,"raw_author_name":"Maha Alkhaffaf","raw_affiliation_strings":["Research Unit, Middle East University, Amman, Jordan","School of Business, Applied Science Private University, Amman, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Research Unit, Middle East University, Amman, Jordan","institution_ids":["https://openalex.org/I91633459"]},{"raw_affiliation_string":"School of Business, Applied Science Private University, Amman, Jordan","institution_ids":["https://openalex.org/I146367977"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5032458002","display_name":"Dmaithan Almajali","orcid":"https://orcid.org/0000-0002-1896-2983","observed_orcids":["https://orcid.org/0000-0002-1896-2983","https://orcid.org/0000-0003-0786-7443"]},"institutions":[{"id":"https://openalex.org/I146367977","display_name":"Applied Science Private University","ror":"https://ror.org/01ah6nb52","country_code":"JO","type":"education","lineage":["https://openalex.org/I146367977"]},{"id":"https://openalex.org/I91633459","display_name":"Middle East University","ror":"https://ror.org/059bgad73","country_code":"JO","type":"education","lineage":["https://openalex.org/I91633459"]}],"countries":["JO"],"is_corresponding":true,"raw_author_name":"Dmaithan Almajali","raw_affiliation_strings":["Research Unit, Middle East University, Amman, Jordan","School of Business, Applied Science Private University, Amman, Jordan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Research Unit, Middle East University, Amman, Jordan","institution_ids":["https://openalex.org/I91633459"]},{"raw_affiliation_string":"School of Business, Applied Science Private University, Amman, Jordan","institution_ids":["https://openalex.org/I146367977"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5032458002"],"corresponding_institution_ids":["https://openalex.org/I146367977","https://openalex.org/I91633459"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"371","last_page":"383"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.8925999999046326,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.8925999999046326,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.0723000019788742,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12885","display_name":"Digital Innovation in Industries","score":0.02370000071823597,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"artificial intelligence","score":0.7110000252723694},{"id":"https://openalex.org/keywords/customer-journey-mapping","display_name":"customer journey mapping","score":1.0},{"id":"https://openalex.org/keywords/customer-touchpoints","display_name":"customer touchpoints","score":0.859000027179718},{"id":"https://openalex.org/keywords/customer-engagement","display_name":"customer engagement","score":0.6880000233650208},{"id":"https://openalex.org/keywords/personalized-marketing","display_name":"personalized marketing","score":0.7170000076293945},{"id":"https://openalex.org/keywords/multichannel-marketing","display_name":"multichannel marketing","score":0.8399999737739563},{"id":"https://openalex.org/keywords/sentiment-analysis","display_name":"sentiment analysis","score":0.7850000262260437},{"id":"https://openalex.org/keywords/natural-language-processing","display_name":"natural language processing","score":0.9340000152587891},{"id":"https://openalex.org/keywords/predictive-modeling","display_name":"predictive modeling","score":0.9259999990463257},{"id":"https://openalex.org/keywords/consumer-behavior","display_name":"consumer behavior","score":0.7540000081062317},{"id":"https://openalex.org/keywords/customer-oriented-marketing","display_name":"customer-centric marketing","score":0.9229999780654907}],"concepts":[{"id":"https://openalex.org/C148220186","wikidata":"https://www.wikidata.org/wiki/Q7111912","display_name":"Outcome (game theory)","level":2,"score":0.6327000260353088},{"id":"https://openalex.org/C70587473","wikidata":"https://www.wikidata.org/wiki/Q7834111","display_name":"Transformative learning","level":2,"score":0.6187000274658203},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5429999828338623},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5020999908447266},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.4180000126361847},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.38429999351501465},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.38040000200271606},{"id":"https://openalex.org/C93032411","wikidata":"https://www.wikidata.org/wiki/Q1363963","display_name":"Marketing strategy","level":2,"score":0.36230000853538513},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.35850000381469727},{"id":"https://openalex.org/C113364986","wikidata":"https://www.wikidata.org/wiki/Q3310681","display_name":"Personalized marketing","level":5,"score":0.35350000858306885},{"id":"https://openalex.org/C187008535","wikidata":"https://www.wikidata.org/wiki/Q204255","display_name":"Viral marketing","level":3,"score":0.3521000146865845},{"id":"https://openalex.org/C2778120072","wikidata":"https://www.wikidata.org/wiki/Q2858150","display_name":"Aside","level":2,"score":0.34220001101493835},{"id":"https://openalex.org/C98495876","wikidata":"https://www.wikidata.org/wiki/Q1323528","display_name":"Digital marketing","level":2,"score":0.33799999952316284},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.3287999927997589},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.3257000148296356},{"id":"https://openalex.org/C48891531","wikidata":"https://www.wikidata.org/wiki/Q1141436","display_name":"Marketing research","level":2,"score":0.32409998774528503},{"id":"https://openalex.org/C2985100168","wikidata":"https://www.wikidata.org/wiki/Q2005683","display_name":"Customer needs","level":2,"score":0.31679999828338623},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3084000051021576},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.2948000133037567},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.2928999960422516},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.2906999886035919},{"id":"https://openalex.org/C130721881","wikidata":"https://www.wikidata.org/wiki/Q1146253","display_name":"Customer lifetime value","level":5,"score":0.2888999879360199},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.28060001134872437},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.2741999924182892},{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.2712000012397766},{"id":"https://openalex.org/C26011011","wikidata":"https://www.wikidata.org/wiki/Q6030243","display_name":"Influencer marketing","level":4,"score":0.26750001311302185},{"id":"https://openalex.org/C23213687","wikidata":"https://www.wikidata.org/wiki/Q301468","display_name":"Consumer behaviour","level":2,"score":0.2671999931335449},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.2648000121116638},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.25929999351501465}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-032-13149-2_28","doi":"https://doi.org/10.1007/978-3-032-13149-2_28","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-032-13149-2_28","pdf_url":null,"source":{"id":"https://openalex.org/S2764461748","display_name":"Studies in computational intelligence","issn_l":"1860-949X","issn":["1860-949X","1860-9503"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","jufo-1","norway-1"],"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Studies in Computational Intelligence","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":36,"referenced_works":["https://openalex.org/W2883104266","https://openalex.org/W3038008655","https://openalex.org/W3044746511","https://openalex.org/W3165982352","https://openalex.org/W3189575599","https://openalex.org/W4205197882","https://openalex.org/W4205788271","https://openalex.org/W4226315612","https://openalex.org/W4240892312","https://openalex.org/W4294000630","https://openalex.org/W4309298339","https://openalex.org/W4367052776","https://openalex.org/W4383163288","https://openalex.org/W4387122188","https://openalex.org/W4390149896","https://openalex.org/W4391671208","https://openalex.org/W4395699684","https://openalex.org/W4398792171","https://openalex.org/W4399087456","https://openalex.org/W4399087802","https://openalex.org/W4399087950","https://openalex.org/W4399138076","https://openalex.org/W4400077472","https://openalex.org/W4400218762","https://openalex.org/W4400772499","https://openalex.org/W4400912912","https://openalex.org/W4401811175","https://openalex.org/W4401894449","https://openalex.org/W4402073093","https://openalex.org/W4402235962","https://openalex.org/W4402270810","https://openalex.org/W4402950255","https://openalex.org/W4404004449","https://openalex.org/W4407749133","https://openalex.org/W4408068554","https://openalex.org/W4409269890"],"related_works":["https://openalex.org/W7165846529","https://openalex.org/W4409013454","https://openalex.org/W6968117260","https://openalex.org/W4404033221","https://openalex.org/W4409989315","https://openalex.org/W4404722846","https://openalex.org/W4406770429","https://openalex.org/W4416281669","https://openalex.org/W3135195961","https://openalex.org/W4312051970"],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2026-04-02T00:00:00"}