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QUANTIFYING AND OPTIMISING USER EXPERIENCE

ADAPTING AI METHODOLOGIES FOR CUSTOMER EXPERIENCE MANAGEMENT

by Jan Kaczmarek and Dr. Dominik Ryzko

Abstract:

Over the recent decade CRM systems have made a considerable breakthrough in the IT landscape of major companies in many sectors like telecommunication, financial services, etc. Despite this success, these systems have failed on delivering many of the promises to concentrate on the components of customer experience as too much effort was directed to the highly quantitative, technical aspects instead. CEM systems bring the hope of coming back to the original ideas; while at the same time pose formidable challenges of modelling these high level ideas in computer systems. This paper analyses the meaning behind customer experience and discusses possibilities of using AI methodologies to model concepts such as brand, environment and the experience itself.

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