Managing customer experience using data analytics in a partnering venture

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dc.contributor.authorRoos, Marykeen_ZA
dc.contributor.authorBekker, Jamesen_ZA
dc.date.accessioned2020-03-03T14:01:10Z
dc.date.available2020-03-03T14:01:10Z
dc.date.issued2018
dc.descriptionCITATION: 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.
dc.descriptionThe original publication is available at https://conferences.sun.ac.za/index.php/saiie29/saiie29/schedConf/presentations
dc.description.abstractToday’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.en_ZA
dc.description.urihttps://conferences.sun.ac.za/index.php/saiie29/saiie29/paper/view/3669
dc.description.versionPublisher's version
dc.format.extent12 pages
dc.identifier.citationRoos, 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
dc.identifier.urihttp://hdl.handle.net/10019.1/107574
dc.language.isoen_ZAen_ZA
dc.publisherSouth African Institute for Industrial Engineering
dc.rights.holderAuthors retain copyright
dc.subjectCustomer satisfaction -- Technological innovationsen_ZA
dc.subjectTransportation -- Data processingen_ZA
dc.subjectQuantitative researchen_ZA
dc.subjectData analysis -- Quantitative researchen_ZA
dc.subjectCooperation -- Technological innovationsen_ZA
dc.titleManaging customer experience using data analytics in a partnering ventureen_ZA
dc.typeConference Paperen_ZA
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