skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Customer Experience Analytics - Marketing Science Institute Award

last modified Aug 22, 2016 03:53 PM
Award made to Mohamed Zaki and Ben Lucas from the Marketing Science Institute for customer experience analytics.

Mohamed Zaki and Ben Lucas awarded a fund from the Marketing Science Institute in response to Customer Experience Initiative call 'CX Analytics: A Data-Driven Measurement System for Customer Experience and Emotional Complexity'. The project proposes a flexible approach to measuring customer experience factors and emotional complexity for customer experience analytics. We aim to:

  1. build a data-driven measurement system that uses topic modelling as a basis to identify distinguishable textual manifestations of different CX factors (i.e. customer experience attributes) from different CX frameworks, in online customer reviews and social media activity;
  2. assess the stability of these CX attributes as a basis for real time analytics, and to what extent these factors emerge as dominant compared to other themes emerging from the data;
  3. assess the extent to which different customer experience factors interplay with emotional complexity (i.e. emotional dialecticism and emotional differentiation) when they manifest in customer recounts of their experiences; and
  4. illustrate the important extension of customer experience measurement beyond simple sentiment analysis and valence scoring introduced by previous systems and literatures.

To find out more about the project contact Mohamed Zaki.

RSS Feed Latest news

Introducing Industry Day - Dr Zaki tells us about this years Industry Conference

Sep 13, 2017

Dr Mohamed Zaki - Deputy Director of the Cambridge Service Alliance - Introducing Service Week Industry Conference 2017

Webinar - Bridging the Co-Creation Gap

Sep 11, 2017

11 September 2017 - Bridging the Co-creation Gap between Co-creators, Companies and Living Lab - Katharina Greve

September 2017 Newsletter

Sep 01, 2017

Find out the latest news in this new edition of the Alliance Newsletter.

19th IEEE Conference on Business Informatics

Jul 27, 2017

Mohamed Zaki invited to be one of the organizing committee members of '19th IEEE Conference on Business Informatics', held in Thessaloniki, Greece on 24-26 July 2017

Podcast Interview with Deputy Director Dr Mohamed Zaki

Jul 20, 2017

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new role as Deputy Director, of the Cambridge Service Alliance, University of Cambridge.

View all news

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