Phygital customer experience strategy enabled by robotics and artificial intelligence (AI)

The growth and democratization of the use of robots across different sectors represent an excellent opportunity for companies to rethink their relationship with their customers and their marketing strategies and reflect on how the incorporation of different forms of intelligent robots, equipped with artificial intelligence (AI), can help them improve the customer experience within digital and physical (phygital) settings. This chapter explores the evolution of robotics and its integration into the commercial sector. This chapter answers the questions related to the forms of intelligent robots companies can use to design effective and adapted phygital experiences that allow customers to easily navigate between real and virtual components. Also, the challenges related to human-robot relationships and interactions will be discussed in this chapter.