As robots and robotic products increasingly enter the market, grasping the nuances of customer experience (CX) and adoption is crucial. Social robots, which often feature human-like, anthropomorphic personalities and characteristics, are designed to enhance human-machine communication. However, the use of disruptive technologies in developing social robots has raised concerns related to privacy, ethics, discrimination and freedom of expression. The market potential and organizational perspectives for social robots remain crucial areas for future research. In the context of user experience (UX) in social robots and human-robot interaction (HRI) settings, studies have focused on assessing various aspects, such as attractiveness, perspicuity, efficiency, dependability, stimulation and perceived humanness, exploring the challenges and benefits of evaluating CX for social robots. However, more research is needed to understand the psychological factors influencing customer perceptions, customer behavior, and promoting customer acceptance of emerging technologies in the context of social robotics and human-robot interaction. That’s why customer experience (CX) is of utmost importance in AI, robotics and human-robot interaction.

Customer experience (CX) in AI and robotics is a rapidly evolving area that aims to create unique, efficient and emotional digital experiences to establish indelible bonds with customers, leading to the adoption of robots and robotic products. Social robotics leverages technology as a vector of emotion, recognizing that customers are increasingly attached to a brand’s values and the emotions it evokes. Adopting robots and robotic products involves more than just their functional capabilities; it requires understanding the psychological factors, emotional appeal, and the ability of these technologies to build meaningful connections with consumers. Research highlights that factors like trust, usefulness, and emotional engagement are central to enriching customer experiences, particularly in sectors such as healthcare, education, retail, and hospitality. Furthermore, social robots have been recognized for their potential to enhance customer experiences in retail, service, and healthcare settings. They can serve as information providers, upsell products, capture customer feedback and provide entertainment, thereby improving customer satisfaction and loyalty. Robots / robotic products can significantly enhance customer satisfaction and loyalty by providing personalized, natural interactions that emotionally resonate with consumers.

This Research Topic aims to explore the evolving landscape of CX and UX in robotics, tackling essential issues like ethics, market potential, and long-term consumer engagement. Contributions are encouraged that investigate innovative CX and UX approaches, the integration and adoption of robots and robotic products into daily life, and the broader societal implications of these technologies.

Key research themes include (but are not limited to):
• Customer-Centered Design, UX, CX, and Usability in HRI: Explore methods, techniques and practices for user-centered, customer-centered analysis, design, prototyping and evaluation in the context of AI, robotics and human-robot interaction.
• Trust and Cultural Influences in Customer Acceptance of Robots and Robotic Products: Understand and comprehend how trust and cultural factors impact the adoption of robots, which is crucial for shaping customer experiences in human-robot interaction.
• Ethical and Societal Implications: Address the ethical and societal implications of integrating robots into human settings, including well-being, health and the broader societal impact of CX in HRI.
• Long-Term CX with Social Robots: Investigate the long-term user / customer experience with robots, including customer acceptance, trust and cultural influences on the adoption of robots and robotic products in diverse industry settings (e.g., healthcare, education, service and retail sectors).
• Interdisciplinary Collaboration: Encourage interdisciplinary collaboration between robotics, behavioral and social sciences, and design to advance the field of CX, social robotics and HRI.
• Market Potential and Cultural Acceptance: Explore the market potential of robots in different domains, emphasizing cultural acceptance, desired functionalities and purchase preferences.

This Research Topic aims to provide valuable insights into the challenges and opportunities posed by robots and robotic products, contributing to a deeper understanding of their role in shaping the future of customer experience.

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Frontiers in Robotics and AI

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