AI for Customer Analytics

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Minitrack Chair:

Bistra Vassileva, University of Economics–Varna, Bulgaria
Vlad Roșca, Bucharest University of Economic Studies, Romania

The AI for Customer Analytics mini-track explores the rapidly evolving role of artificial intelligence in revolutionising customer insights and strategies. With AI at the forefront of data-driven decision-making, it is expected that participants will explore how machine learning, predictive modeling, and advanced analytics are reshaping customer interactions, personalisation, and market positioning. The central objective of this mini-track is to offer a comprehensive understanding of how AI-driven analytics can enhance customer lifetime value, optimise marketing efforts, and foster brand loyalty. This mini-track is ideal for professionals looking to harness AI to transform customer data into actionable strategies that drive growth. It promises a deep dive into how AI transforms customer analytics and empowers businesses to make smarter, more strategic decisions.

The main topics covered by the hereby call for papers are related to:

AI-Powered Personalization – Leveraging AI to deliver hyper-personalised experiences and product recommendations.
Predictive Customer Analytics – Using AI to forecast customer behaviour, churn, and future buying patterns.
Customer Segmentation with AI – Utilising machine learning techniques to create highly targeted customer segments.
Natural Language Processing for Customer Feedback – Analysing unstructured text data like reviews, social media, and surveys for sentiment and trends.
AI in Customer Journey Mapping – Understanding and optimising the end-to-end customer experience using AI tools.
AI-Driven Customer Service Automation – Chatbots, virtual assistants, and AI in improving customer support and service efficiency.
Cross-Sell and Upsell Optimisation with AI – Enhancing product recommendations and sales strategies with AI insights.
AI and Customer Lifetime Value (CLV) Modeling – Predicting and maximising the long-term profitability of customer relationships.
Real-Time Analytics for Customer Insights – AI applications in tracking real-time customer interactions and responses.
Ethical Considerations in AI for Customer Analytics – Addressing data privacy, transparency, and fairness in AI-driven customer analysis.

Bistra Vassileva
works as Full Professor of Marketing at the University of Economics–Varna, Bulgaria. Since 1992 she is lecturing and consulting in the field of Marketing Research, International Marketing, Marketing Communications, International Marketing Management, Digital Branding, Digital and Social Media. Bistra Vassileva was a visiting professor in Portugal, France, Germany, Spain, Slovakia, Czech Republic, UK and a guest lecturer in Belgium, Poland, Slovenia. She is a Marie Curie fellowship programme grant holder as a Senior Researcher. She published more than 90 papers, articles, textbooks and books in the field of marketing. During her career Bistra Vassileva participated and implemented more than 40 international and national projects. As a business consultant she works with SMEs in the food industry, retailing, tourism and hospitality, creative industries, appliances industry, public authorities, etc. Her scientific interests are focused on marketing analytics and applied AI for business decision making. Bistra Vassileva is a Certified Management Consultant (CMC) and a Certified Digital Marketing Professional (CDMP). She is a Vice Rector for Research, Innovation, and Professional Development at the University of Economics–Varna.

Vlad I. Roșca
is a graduate of FABIZ, German language specialization, BSc (2009) and MSc (2011), also holding a BSc in Marketing (2010) and a MSc in International Business (2012), all within The Bucharest University of Economic Studies. PhD in Marketing (2014), with a work on Football Branding and Relational Marketing in Sports. He delivers lectures in Customer Relationship Management, Change Management, and Marketing at the English and German language tracks of our faculty. Passionate follower of all that can be played with a round or an oval ball.