Thesis Abstract

Abstract
The increasing integration of artificial intelligence (AI) in various industries has revolutionized business operations, particularly in customer relationship management (CRM). This research study aims to analyze the impact of AI on CRM in the retail industry. The study delves into the significance of leveraging AI technologies to enhance customer engagement, improve service delivery, and drive business growth in the competitive retail landscape. Through a comprehensive literature review and empirical research methodology, this thesis investigates the current state of AI adoption in CRM practices and its implications for retail businesses. Chapter One of the thesis provides an introduction to the research topic, highlighting the background, problem statement, objectives, limitations, scope, significance, and structure of the study. Chapter Two presents a detailed literature review that explores ten key aspects related to AI applications in CRM within the retail sector. These aspects include AI technologies, customer behavior analysis, personalized marketing strategies, data analytics, and customer loyalty programs, among others. By synthesizing existing knowledge and research findings, this chapter establishes a foundation for understanding the role of AI in transforming customer relationships in retail. Chapter Three outlines the research methodology employed in this study, detailing the research design, data collection methods, sampling techniques, and data analysis procedures. The chapter also discusses ethical considerations and limitations associated with the research approach. Chapter Four presents an in-depth discussion of the research findings, analyzing how AI implementation influences CRM practices, customer satisfaction, and business performance in retail settings. The chapter explores empirical evidence and case studies to elucidate the practical implications of AI technologies on enhancing customer experiences and optimizing operational efficiencies. In Chapter Five, the thesis concludes with a summary of key findings, implications for theory and practice, and recommendations for future research. The study underscores the critical role of AI in reshaping customer-centric strategies in the retail industry and emphasizes the necessity for businesses to adapt to technological advancements to remain competitive and meet evolving consumer demands. Overall, this research contributes to the growing body of knowledge on AI-driven CRM solutions and offers valuable insights for retailers seeking to leverage technology for sustainable growth and customer retention. Keywords Artificial Intelligence, Customer Relationship Management, Retail Industry, Technology Adoption, Customer Engagement, Data Analytics, Business Growth.

Thesis Overview

The project titled "Analyzing the Impact of Artificial Intelligence on Customer Relationship Management in the Retail Industry" aims to investigate the transformative effects of artificial intelligence (AI) on customer relationship management (CRM) within the retail sector. The implementation of AI technologies in CRM has the potential to revolutionize how retailers interact with their customers, personalize their experiences, and enhance overall customer satisfaction. This research seeks to understand the specific ways in which AI is reshaping CRM practices in retail, the challenges and opportunities it presents, and the implications for both businesses and consumers. The study will begin with a comprehensive review of the existing literature on AI, CRM, and their intersection in the retail industry. This literature review will explore key concepts, theories, and empirical studies related to AI applications in CRM, highlighting current trends, best practices, and areas for further research. By synthesizing this body of knowledge, the research aims to provide a solid theoretical foundation for the study and identify gaps in the current understanding of the topic. Subsequently, the research methodology section will outline the approach and methods that will be employed to investigate the impact of AI on CRM in the retail industry. This will include details on data collection techniques, sample selection, data analysis procedures, and any other relevant research procedures. By selecting appropriate research methods, the study aims to generate reliable and valid findings that can contribute to the existing body of knowledge on the subject. The core of the research will be the discussion of findings, where the empirical results of the study will be presented and analyzed. This section will delve into the specific ways in which AI technologies are being utilized in CRM by retail organizations, the benefits and challenges experienced, and the implications for customer engagement and loyalty. Through a detailed analysis of the findings, the research aims to offer insights into the practical implications of AI adoption in CRM for retail businesses and provide recommendations for optimizing its use. Finally, the conclusion and summary chapter will synthesize the key findings of the study, discuss their implications for theory and practice, and propose avenues for future research. By offering a comprehensive overview of the impact of AI on CRM in the retail industry, this research seeks to contribute to a deeper understanding of how technology is reshaping customer relationships and business operations in the contemporary retail landscape.