Redefining Customer Experience Journeys With Quantum AI

Abstract

In this chapter, the authors analyze the disruptive opportunity of Quantum Artificial Intelligence (QuAI) to redefine customer experience (CX) in the finance, e-commerce, and healthcare sectors. The qualitative, exploratory research design, based on an interdisciplinary model that combines customer journey mapping, quantum machine learning, and service-dominant logic, relies on reports of companies, policy reports, patents, and portfolios of experts. Results indicate that QuAI improves the detection of fraud, recommendations that are hyper-personalized, and precision medicine through real-time processing of complex, multidimensional data. Although QuAI has opportunities not seen anywhere, in terms of scalability, personalization, and value co-creation, risks like the high cost of the technology, ethical concerns, and regulatory uncertainty remain. The chapter sums up that QuAI is not just a technological improvement but a revolution in customer engagement, which should be adopted responsibly by working across industries, under ethical standards, and building capacity.

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