This article explores the opportunities for improving personalized customer experience in e-commerce through the integration of distributed web systems and advanced Customer Relationship Management (CRM) solutions based on the semantic web. The proposed model combines technologies from the semantic web, artificial intelligence, and machine learning to create an intelligent and adaptive environment for managing customer relationships. The results indicate that this approach significantly improves the personalization and efficiency of customer service, providing real added value to the business through personalized interactions and strategic customer relationship management.