Browsing by Author "Roos, Maryke"

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    A data analysis demonstrator for managing customer experience in a partnering venture
    (Stellenbosch : Stellenbosch University, 2019-04) Roos, Maryke; Bekker, James F.; Stellenbosch University. Faculty of Engineering. Dept. of Industrial Engineering.
    ENGLISH ABSTRACT: Today's world can be better described as a digital world in which technology is becoming increasingly more dominant. In fact, the technologies of today are changing the biological, digital and physical worlds. This change has a huge impact on industry and how it operates and buzz words that have come forward during these times are Artificial Intelligence, Machine Learning and Big Data Analytics. In light of this the following question arises: `How do we look after our customers by using these changes and technologies to our advantage?'. To investigate this question, a research study is conducted in which data analytics along with business partnering on a cross-functional platform are used to manage and improve a customer's experience. This is achieved by developing a capability demonstrator that will simulate customer activities on a full-scale platform in which data is captured and analysed. The focus is placed on the domain of travel, in which a customer undertakes a journey which is solely planned, booked and managed by the demonstrator. While the customer travels, they engage with various collaborating enterprises and the demonstrator focuses on managing and improving the customer experience at various interaction points. After the implementation of this demonstrator, evaluation has been done to ensure the demonstrator can effectively manage and improve customer experience by the use of data analytics in a partnering venture. Further analysis in the form of Machine Learning was applied on the trips simulated by the demonstrator. The analysis gave valuable insights into customer behaviour in the travel domain.
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    Managing customer experience using data analytics in a partnering venture
    (South African Institute for Industrial Engineering, 2018) Roos, Maryke; Bekker, James
    Today’s technologies are changing the physical, digital and biological worlds. This change impacts the economy and how industries operate. In the light of this, we ask how these changes can be incorporated into customer experience. To investigate this, a demonstrator was developed in which a customer’s activities are simulated on a full-scale partnering platform while the business data are captured and analysed. The focus is on the domain of travel, in which customers use several modes of transportation while engaging with various collaborating enterprises. This paper will discuss the results and findings obtained, showing how customer experience can be managed and improved with the use of data analytics in a partnering venture.