Generative AI Solutions for Unlocking Customer Loyalty and Retention Strategies in Emerging Markets

Abstract

Generative AI is transforming customer retention strategies in emerging markets by enabling hyper-personalization, predictive analytics, and automation to enhance customer engagement. This chapter explores the role of AI-driven solutions in optimizing retention strategies across diverse socio-economic and cultural contexts in Southeast Asia, Africa, and Latin America, based on a systematic review of 30 academic sources and comparative case studies in e-commerce, mobile telecommunications, and fintech. The findings highlight the effectiveness of AI in delivering personalized experiences, optimizing dynamic pricing models, and leveraging predictive analytics to identify and prevent customer churn. This chapter presents a conceptual framework that provides actionable guidelines for businesses to harness generative AI effectively while maintaining ethical standards and scalability.The chapter concludes with managerial insights, limitations, and future research directions, highlighting the potential of AI in shaping customer experiences and long-term loyalty in emerging markets.