EXAMINING THE EFFECT OF AI-ENABLED CUSTOMER EXPERIENCE MANAGEMENT ON CUSTOMER TRUST AND SERVICE CONTINUANCE IN NEW-GENERATION BANKS
DOI: https://doi.org/10.65725/JCMCE/1/1/002
JOURNAL OF CONTEMPORARY TRENDS IN MANAGEMENT, COMMERCE AND ECONOMICS (JCMCE) 
ISSN: 3108-3501
Volume 1 Issue 1, Oct-Dec 2025

Abstract:
This research looks at how AI-powered customer experience management (CEM) affects customers’ trust and plans to keep using new-generation banks’ services. A poll of 200 banking users shows that systems that are run by AI make things a lot easier, more personalised, and more reliable. Descriptive data show that people are very open to using AI-powered banking tools, and they do so often and with a lot of trust. The results show that AI boosts customer trust by providing safe and reliable digital experiences, which in turn makes people more likely to keep using the service. The study shows how AI is strategically important for changing customer service in Indian banks today.

Authors: Yasar Sheriff I
Keywords: AI-enabled CEM; Customer Trust; Service Continuance; Digital Banking; New-Generation Banks.