Re: AI and customer experience
Fiona van Iersel
MSc Marketing — King's College London
Module: E-Services Marketing (7QQMO519X)
Date: 28 May 2025
https://keats.kcl.ac.uk/mod/forum/discuss.php?d=756135

Re: AI and customer experience
Submitted: 28 May 2025 9:36 PM

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.



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