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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Service Consumer's Exeperience Analytics

Creating a strong customer experience is a strategic priority for organisations. Companies are leveraging new technologies such as mobile applications, social media platforms, virtual reality, drones and the Internet of Things to provide smart services and enable a seamless customer experience. The complexity of using these technologies within an organisation’s myriad touch-points has led to a data explosion across touch-points in the entire customer journey. The 2017 project aims to develop a Methodology using big data and cognitive computing for understanding the service consumer’s experience through the consumer journey (pre-purchase, purchase and post-purchase) and use the generated insights to improve and design better service delivery. The project will involve CX analytics model to experiment with firm how to capture and analyse the raw components of CX (e.g., social listening, text, mobile applications, location-based data) to further understand CX and the consumer journey. Furthermore, analytics to measure experiences in specific touch-points through different phases of the customer journey. 

For more information on this research please contact .

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Exploring the Journey to Services

Mar 20, 2017

March paper on 'Exploring the Journey to Services', by Veronica Martinez, Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.

Webinar - The Ecosystems Value Framework

Mar 13, 2017

13 March 2017 - The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems - Florian Urmetzer

March 2017 Newsletter

Mar 01, 2017

March 2017 Alliance Newsletter

ServiceMax Webinar Introduced the Shift to Services Programme

Feb 23, 2017

Introduction to the Shift to Services Executive Programme - Webinar

Risks of Outcome-Based Service Contracts

Feb 21, 2017

February Paper on 'Investigating risks of outcome-based service contracts from a provider's perspective' by Jingchen Hou and Andy Neely

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Apr 04, 2017

IfM, Cambridge, UK

Cambridge Service Week 2017 - Academic Conference

Oct 05, 2017

IfM, Cambridge, UK

Cambridge Service Week 2017 - Industry Conference

Oct 10, 2017

Moller Centre, Cambridge, UK

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