Managing customer experience using data analytics in a partnering venture
CITATION: Roos, M. & Bekker, J. 2018. Managing customer experience using data analytics in a partnering venture. In SAIIE29 Proceedings, 24-26 October 2018, Spier, Stellenbosch, South Africa.
The original publication is available at https://conferences.sun.ac.za/index.php/saiie29/saiie29/schedConf/presentations
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.