From the academic archive. Fiona’s original academic writing. Views are personal and do not represent King’s College London. Historical examples, proposals and opinions retain their original context. Formatting has been repaired; original wording and references are preserved. Any editorial clarification is labelled separately.
Original submission details

Original title: Re: AI and customer experience

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The original question / King’s College London

3.9 AI and customer experience_ share your thoughts

Share the findings from your desk research of the ‘Lemonade: Delighting Insurance Customers with AI and Behvioural Economics’ case.

1. How are brands making use of AI? 2. What are the benefits and challenges involved in using AI in service delivery?

Course task reproduced as context. The response below is Fiona’s independent academic work. KEATS source ↗ (university access required).

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Fiona’s response

Hey Anastasia,

Really enjoyed reading this—your structure’s spot on, and I liked how you brought in both the everyday and more advanced uses of AI. That point about public trust growing over time felt really relevant—such a good reminder that adoption isn’t just about what tech can do, but how people feel about it too. One idea that might help sharpen your case: it could be worth tying the Lemonade example back more clearly to the benefits you listed. Like, how does their AI setup really deliver on scalability or smarter decision-making? Just adding that connection could help anchor the theory in practice.

Also, your point on the need for AI-savvy staff is a great one.

References.

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