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Title:
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CxPRESS: A NOVEL CUSTOMER EXPERIENCE
ANALYTICS TOOL |
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Author(s):
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Ioannis Rallis, Ioannis Markoulidakis, George Kopsiaftis, Nikolaos Doulamis, Anastasios Doulamis, Michael Sfakianos and Kostis Tzanettis |
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ISBN:
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978-989-8704-24-5 |
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Editors:
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Hans Weghorn |
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Year:
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2020 |
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Edition:
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Single |
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Keywords:
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Customer Experience, Net Promoter Score, Machine Learning |
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Type:
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Full |
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First Page:
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53 |
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Last Page:
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60 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Customer Experience (CxP) is a differentiation strategy for sectors such as telecoms, banks, hotels and retail. Large
companies utilize transformation CxP programs for areas like products, call centers, shops, online, etc. Metrics like the
Net Promoter Score (NPS) and "Voice of the Customer" methods are used to collect customer feedback and drive
actions. Research conducted in the specific scientific area over the past few years revealed a strong link between NPS and
customer loyalty or service revenues. CxPress is a novel customer analytics tool, which was developed based on telecom
industry data and advanced data analytics' techniques. Its application could be also expanded in other sectors, e.g. hotels
and banks. CxPress tool aims to link the customers' NPS with their satisfaction in key elements, such as product,
touchpoint, billing, etc. and their emotional brand engagement. The current paper presents the overall architecture of the
CxPress tool, which will support: (a) CxP Strategy design with targets on areas of improvement and differentiation vs.
competition, (b) action plan prioritization and verification against strategy targets and (c) fast detection of customer
dissatisfaction issues in CxP operation. A full functional CxPress tool will assist decision makers to adjust their strategic
plan to achieve the target NPS. |
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