Showing papers by "Andreas M. Kaplan published in 2020"
TL;DR: This article outlines six debates surrounding AI in areas like artificial superintelligence, geographical progress, and robotics and talks about the six dilemmas of AI and its potential threat and use, using the PESTEL framework.
178 citations
TL;DR: In this paper, the authors conduct a critical analysis of how artificial intelligence (AI) affects the essential nature of customer relationship management (CRM) and survey the AI capabilities that will transform CRM into AI-CRM and examine how the transformation will influence customer acquisition, development and retention.
103 citations
07 Oct 2020
TL;DR: This chapter will look at what exactly AI is and how it can be classified, providing examples from the retail sector, and apply Kaplan and Haenlein's (2020) framework to this work.
Abstract: Artificial intelligence (AI), defined as “a system's ability to correctly interpret external data, to learn from such data, and to use those learnings to achieve specific goals and tasks through flexible adaptation” (Kaplan & Haenlein, 2019b, p. 15), is definitely shaking up the retail industry with retail giants such as Amazon, Alibaba, and Walmart massively investing therein. This AI revolution leads to a set of ethical challenges and dilemmas that we will discuss and analyses, applying Kaplan and Haenlein's (2020) framework. Moreover, this chapter will look at what exactly AI is and how it can be classified, providing examples from the retail sector. Case studies and real-life illustrations will support our arguments. Finally, we will give some perspective and food for thought at the end of this work.
Learning Outcomes
Learn about ethical dilemmas in retailing with the advances in artificial intelligence (AI)
Be able to reflect critically about the use and potential misuse of AI within the retailing industry
Learn about the history of AI
Be able to define and classify AI
4 citations