• ISSN: 2301-3567 (Print), 2972-3981 (Online)
    • Abbreviated Title: J. Econ. Bus. Manag.
    • Frequency: Quarterly
    • DOI: 10.18178/JOEBM
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HOME > Archive > 2025 > Volume 13 Number 2 (2025) >
JOEBM 2025 Vol.13(2): 254-258
DOI: 10.18178/joebm.2025.13.2.876

Practices and Challenges of Customer Psychological Empowerment in the AI Era

Jiang Qiang
Zhejiang Yuexiu University, Zhejiang, China
Email: 737134765@qq.com (J.Q.)

Manuscript received January 5, 2025; accepted March 7, 2025; published June 26, 2025.

Abstract—In the modern market environment, the customer role has evolved from a passive recipient of products and services to an active participant in value co-creation, a shift that coincides with the evolution of the concept of customer psychological empowerment. Customer psychological empowerment involves the autonomy, sense of control, and influence that customers feel during the consumption process. Artificial Intelligence (AI) technology has played a key role in enhancing customer psychological empowerment. Through personalized recommendations, 24/7 customer support, data analysis, and behavior prediction, AI has increased customer autonomy, sense of competence, and engagement. However, the application of AI also brings challenges such as data privacy and security, decision transparency and interpretability, ethical issues, and customer acceptance. To address these challenges, companies must strictly comply with data protection regulations, implement robust security measures, and enhance the interpretability of AI systems to build trust. Additionally, ensuring the fairness of AI systems and improving customer acceptance through a human-machine integrated service model are crucial. By taking these measures, companies can leverage AI technology to enhance customer psychological empowerment while optimizing customer experience and enhancing brand competitiveness.

Keywords—customer psychological empowerment, artificial intelligence, customer autonomy

Cite: Jiang Qiang, "Practices and Challenges of Customer Psychological Empowerment in the AI Era," Journal of Economics, Business and Management, vol. 13, no. 2, pp. 254-258, 2025.

Copyright © 2025 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).

 

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