AI-Enhanced Hyper-Personalization for Customer Experience in the Service Industry

Artificial Intelligence (AI) is fundamentally reshaping how consumers interact with services. Traditional market segmentation—based on demographic, psychographic, or behavioral criteria—has become insufficient for meeting the expectations of today’s service customers, who increasingly demand contextual, real-time, and highly personalized interactions. At the same time, advances in machine learning, natural language processing, and the availability of vast volumes of data have enabled unprecedented levels of personalization at scale. Industries such as banking, healthcare, retail services, hospitality, and tourism are rapidly integrating AI-driven systems, including recommendation engines, chatbots, predictive analytics, and autonomous service interfaces, thereby transforming how value is created, delivered, and experienced. AI-Enhanced Hyper-Personalization for Customer Experience in the Service Industry examines the transition from traditional segmentation to hyper-personalization within AI-enabled service environments. This book explores how artificial intelligence is transforming consumer experience by enabling more adaptive, data-driven, and context-aware interactions across service industries. By integrating perspectives from marketing, service operations, information systems, and artificial intelligence research, this book provides a comprehensive framework for understanding how AI is reshaping service design, delivery, and customer engagement in contemporary digital economies. Covering topics such as hyper-personalized M-tourism, predictive modeling of consumer behavior, and digital service ecosystems, this book is an indispensable academic resource for graduate and doctoral students, customer experience strategists, marketing analysts, service designers, digital transformation leaders, product managers, policymakers, and more.