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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 .

RSS Feed Latest news

UK Defence and Security Innovation Initiative Event

Apr 20, 2017

Florian Urmetzer presents Ecosystems Mapping and Value Exchange to the UK Defence and Security Innovation Initiative.

Business Ecosystems: Towards a Classification Model

Apr 20, 2017

April 2017 Paper on 'Business Ecosystems: Towards a Classification Model' by Florian Urmetzer, Andy Neely and Veronica Martinez

Webinar - Investigating risks of outcome-based service contracts from a provider's perspective

Apr 10, 2017

Webinar by Dr Jingchen Hou, on 10 April 2017 'Investigating risks of outcome-based service contracts from a provider’s perspective'

Exploring the Journey to Services - Podcast Interview

Mar 27, 2017

In a new podcast from the Cambridge Service Alliance, Senior Researcher Veronica Martinez, talks about her new jointly authored paper: ‘Exploring the Journey to Services’. It is co-authored with Professor Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.

Service Excellent Programme Delivered to Veolia

Mar 22, 2017

A Two-Day Service Excellence Programme has been developed and delivered to Veolia by the Cambridge Service Alliance.

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Upcoming events

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

Cambridge Service Week 2017 - Partners Day

Oct 11, 2017

Moller Centre, Cambridge, UK

Upcoming events