dr hab. Edyta Gołąb-Andrzejak | Gdańsk University of Technology

Generative artificial intelligence (GenAI) and its implementation in successive business management support systems is a rapidly growing area of theoretical consideration, ongoing research, discourse and application in practice. Recently, the implementation of of GenAI in customer relationship management (CRM) systems has been observed. Accordingly, the aim of this article is to identify areas where GenAI can enhance CRM systems,...

The article aims to show the role (benefits and challenges) of AI-powered digital marketing tools for marketers in the age of digital transformation. The considerations were related to the Polish market and a case study of LPP, a Polish clothing retailer. The starting point for this study was the analysis of the literature on the concept of artificial intelligence (AI) with reference to digital marketing. In the next steps, the...

The aim of the article is to show the role played by AI-powered tools in measuring the effectiveness of digital communication in social media using a university case study. Therefore, a research problem was formulated to identify the metrics (KPIs) used to measure the effectiveness – non-financial outcomes – of digital social media communication at the university using AI tools. The literature review on the role of AI in digital...

The use of AI-based solutions is currently discussed in relation to various industries. The proliferation of tools based on generative artificial intelligence (GAI), including the emergence of ChatGPT, has resulted in testing as a first step and implementations in further areas of business life, including marketing, as a second step. Still only a few studies have analysed and evaluated specific solutions for different areas of...

Purpose. The study aims to demonstrate the importance of artificial intelligence (AI) and examples of tools based on it in the process of enhancing (building, measuring, and managing) customer engagement (CE) in social media in the higher education industry. CE is one of the current essential non-financial indicators of company performance in Digital Marketing strategy. The article presents a decision support system (DSS) based...