skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Guest Article - Data-Driven Text Mining for CX Analytics in Services

last modified Nov 30, 2016 10:44 AM
Mohamed Zaki and Benjamin Lucas have written a guest article for the ServSig Group on 'Data-Driven Text Mining for CX Analytics in Services'

Mohamed Zaki and Benjamin Lucas have written a guest article for the ServSig Community, based on research recently funded by a Marketing Science Institute (MSI), Customer Experience Initiative grant. The article is based on their project titled: 'CX Analytics: A Data-Driven Measurement System for Customer Experience and Emotional Complexity'.

Extract:

"Customer Experience (CX) and Services

Unsatisfactory customer experiences result in around $83 billion in losses by US enterprises each year through abandoned purchases and defections (Forbes, 2013). As such, managing end-to-end customer experience and customer emotional needs has risen as a top managerial priority (Zorfas and Leemon, 2016). In basic terms, the more managers can understand about the experiences customers have with their product and service offerings, the more they can measure them again in the future to shape positive experiences. For example, a manager of a service organization may identify that a customer had a positive overall experience, which included a positive social component (e.g. positive interactions with staff, other customers, or their own family and friends during a service experience), but also that the customer engaged in needlessly complex cognition in response to a negatively evaluated attribute during the decision process (e.g. because of an overly complicated pricing system, menu or display of offerings). Knowing this, a manager would know in the future which specific aspect of the service experience to leverage further (social) and which needs improvement (facilitating more fluid customer cognition during the purchase decision process). This of course applies to both online and offline services." 

RSS Feed Latest news

High-Quality Prediction Intervals for Deep Learning: A Distribution-Free, Ensembled Approach

Feb 20, 2018

February Paper on High-Quality Prediction Intervals for Deep Learning: A Distribution-Free, Ensembled Approach by Tim Pearce, Mohamed Zaki, Alexandra Brintrup, Andy Neely

Webinar - Digital Business Transformation and Strategy

Feb 12, 2018

Webinar on 'Digital Business Transformation and Strategy: What do we know so far?' by Mariam Helmy Ismail Abdelaal

Wearable Sensor Technology and Business

Jan 25, 2018

Contextually Defined Postural Markers Reveal Who’s in Charge: Evidence from Small Teams Collected with Wearable Sensors by Julius Dietzel, R. Elena Francu, Benjamin Lucas, and Mohamed Zaki

Webinar - Big Data Analytics Architecture for Businesses

Jan 16, 2018

15 January 2018 - Big Data Analytics Architecture for Businesses - Open Source Perspective - Kerem Kayabay, Mert Golkalp, Mohamed Zaki

December Paper - Buyers Dependence and Financial Performance

Dec 14, 2017

December 2017 Paper by Ornella Benedettini and Andy Neely on 'Does buyers’ dependen­­ce translate into financial performance? An empirical analysis of manufacturer-service provider relationships­­'

View all news

Upcoming events

Ecosystems Strategy One Day Course

Feb 27, 2018

IfM, Cambridge

Shift to Services Executive Education Programme

May 09, 2018

IfM, Cambridge, UK

Upcoming events