Customer-Centric CRM Built with Generative AI and Jobs Theory

Data Generation and Data-Driven Strategies Based on Jobs Theory

Abstract

This study proposes a data-driven strategy integrating generative AI and Jobs Theory. Jobs Theory provides a framework to understand the underlying motivations behind customer actions, while generative AI creates synthetic data based on these motivations. The hybrid model dynamically generates customer profiles and behavioral scenarios, enabling real-time and adaptive personalization strategies. For instance, a customer with the job of “relaxing after work” might receive offers for café discounts or streaming service benefits, while a customer aiming to “enhance family time” could be suggested family-friendly event invitations or leisure activity tickets. This model enhances targeting accuracy, improves customer engagement, and establishes a foundation for ethical and flexible data utilization.