Relevant bibliographies by topics / Customer experience (CEx)

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer experience (CEx)'

Author: Grafiati
Published: 19 February 2023
Last updated: 20 February 2023

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Journal articles on the topic "Customer experience (CEx)"

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Ietto, Beatrice, Federica Pascucci, and Gian Luca Gregori. "Defining customer experiential knowledge and its dimensions: a conceptualization starting from a netnographic study of specialty coffee blogs." Journal of Knowledge Management 25, no. 11 (June 22, 2021): 149–74. http://dx.doi.org/10.1108/jkm-12-2020-0910.

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Purpose This paper aims to develop a theoretical framework for the conceptualization of customer experiential knowledge (CEK) by logically combining its different dimensions into one coherent explanatory concept. Drawing on the integration of the literature on customer experience, customer knowledge management and customer insights acquisition, supported by adequate empirical evidence, the framework provides a systematic, comprehensive and accurate understanding of CEK which, could contribute to the identification of relevant customer experience insights useful for customer knowledge management. Design/methodology/approach The analysis follows an inductive/deductive interpretative approach and it is based on a netnography of specialty coffee bloggers’ narratives in relation to their sustainability practices. Findings The paper identifies the following six types of CEK: normative, subcultural, epicurean, transcendental, subcultural and symbolic. Accordingly, CEK is defined as the knowledge tacitly possessed by customers in relation to how they live their consumption experiences according to a body of heterogeneous socio-cultural contextual factors (ethos, norms and symbols) and subjective influences (emotions, ingenuity, instincts and senses) deeply embedded into the narrative of a consumption experience. Originality/value While CEK has been largely observed and acknowledged, it has not been yet adequately addressed by existing research. The provision of a conceptual definition of CEK which emphasizes its different dimensions will be of use to both academics and practitioners to better identify and categorize the different manifestations of CEK when undertaking empirical observations or managerial decisions.
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Elidjen, Elidjen. "A Review Of CEM: Customer Engagement as Innovation Co-Creator." ComTech: Computer, Mathematics and Engineering Applications 4, no. 2 (December 1, 2013): 914. http://dx.doi.org/10.21512/comtech.v4i2.2531.

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Competition is very tight causing companies looking for a competitive edge, both in the product packaging and in maintaining good relations with their customers. The management of good relationship is commonly referred to Customer Relationship Management (CRM). In general, CRM is focused on how to market something to customers and obtain value from them by using information technology. However, it ignores customers’ insight that can provide added value to the company's profits. That is what causes the need for Customer Experience Management (CEM) to handle the experience of customers to improve value for customers so that customers become loyal. More useful definition of CEM is handling customer interactions to build brand equity and increase the long-term profitability. The five-element approach known as SMART (strategy, metrics; alignment, redesign and technology) has a positive impact for the company. In the end customers can actualize themselves, through a company's brand and products.
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Chen, Xinxin, and Hongyan Yu. "The Impacts of the Personality Attribute of Time and Money on Customer Engagement Behavior: A Self-concept Perspective." International Business Research 13, no. 7 (May 27, 2020): 14. http://dx.doi.org/10.5539/ibr.v13n7p14.

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Although recent studies have explored the antecedents of customer engagement behavior (CEB), few empirical studies have explored the mechanisms that connect these antecedents to CEB. From self-concept perspective, this research uses experimental and survey methods to explore the influence of the type of customer-invested resource (time vs. money) and customers’ regulatory focus (promotion-focused vs. prevention-focused) on CEB and the mechanisms that underlie these processes. The results of three studies show that promotion-focused customers initiate more recommendations and complaints when time (vs. money) spent in the shopping experience is emphasized, whereas this effect does not exist for prevention-focused customers. A self-concept connection mediates the moderating role of regulatory focus in the relationship between types of resources and recommendations, whereas this mediating role of self-concept connection does not exist with complaining behaviors. In summary, the influence of customer-invested resources on CEB varies according to a customer’s regulatory focus.
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Singh, Jagwinder, and Shivani Saini. "Importance of CEM in CRM-CL framework." Journal of Modelling in Management 11, no. 1 (February 8, 2016): 91–115. http://dx.doi.org/10.1108/jm2-05-2014-0038.

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Purpose – The purpose of this paper is to propose a model to understand the role of customer relationship management efforts in building, sustaining and enhancing customer loyalty (CL). Design/methodology/approach – This paper reviews extant literature in customer relationship management (CRM), customer experience management (CEM) and CL, with a particular emphasis on exploring the relationships between these proposed domains. Findings – The CRM efforts, customer acquisition, retention and experience, are suggested to have positive influence on attitudinal and behavioural loyalty. A model for testing the associations of customer relationship efforts to various forms of CL, including the satisfaction, trust and commitment as mediators in CRM-CL link are proposed. Research limitations/implications – This paper represents a first attempt to build and propose a conceptual framework of CRM–CL. This is an indicative research than a conclusive one. Therefore, research implications are to perform the empirical testing of model in different business environments. Practical implications – This application of proposed model in a business environment will be helpful for the marketing practitioners to well understand the customers’ changing expectations as well as to prioritize the marketing functions. The emphasis and right calculation about the acquisition, retention and experience decisions would be helpful to marketers to know the expected profitability of customers. Originality/value – This is the first paper to provide a comprehensive integrated model of CRM and CL to understand the effects of CRM efforts on various forms of CL.
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Tran, Quynh Xuan, My Van Dang, and Nadine Tournois. "The role of servicescape and social interaction toward customer service experience in coffee stores. The case of Vietnam." International Journal of Culture, Tourism and Hospitality Research 14, no. 4 (May 21, 2020): 619–37. http://dx.doi.org/10.1108/ijcthr-11-2019-0194.

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Purpose This study aims to investigate the effects of servicescape on customer satisfaction and loyalty – centered on social interaction and service experience in the café setting. Design/methodology/approach Data for this study were collected from approximately 1,800 customers at 185 coffee stores located in the three largest cities in Vietnam through the self-administered questionnaires. Findings The research findings pointed out the significant impacts of café servicescape on social interaction quality, including customer-to-employee interaction (CEI) and customer-to-customer interaction (CCI). Social interactions and servicescape were shown to remarkably influence customer experience quality, customer satisfaction and loyalty. Moreover, the study confirmed the interrelation between service experience, satisfaction and loyalty in the café setting. Practical implications This study provides marketers and service managers a deeper understanding of improving customer satisfaction and loyalty through the control of servicescape attributes and social interactions in café contexts. Originality/value This research explores the significant impacts of café servicescape on social interaction quality (CEI and CCI). Additionally, it provides insights within the role of social interactions to customer’s affective and behavioral responses in service settings, especially the CCI quality.
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Song, Jahyun, Hyoungeun Moon, and Miyoung Kim. "When do customers engage in brand pages? Effects of social presence." International Journal of Contemporary Hospitality Management 31, no. 9 (September 9, 2019): 3627–45. http://dx.doi.org/10.1108/ijchm-10-2018-0816.

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Purpose Drawing upon the social presence theory, this paper aims to propose three social presence variables in the brand page context (the brand page as a medium, the presence of other customers and interaction with the brand page manager) and to test their effects on customer engagement behavior (CEB) and customer-brand identification (CBI). Design/methodology/approach A total of 340 responses were collected via an online research platform and analyzed using structural equation modeling analysis. Findings The results revealed that both the social presence of the brand page and the interaction with the brand page manager are positively associated with CEB, whereas that of other customers negatively influences CEB, which in turn, positively affects CBI. Research limitations/implications This paper presents the underlying process of driving customers’ engagement activities and building psychological closeness between customers and brands by applying social presence theory and social identity theory to Facebook brand pages. Practical implications To enhance customers’ experiences on Facebook brand pages, practitioners should visualize brand page managers through diverse types of postings. Brand page managers need to balance the presence of others, as well as bring a sense of human-likeness on the pages using storytelling strategies. Originality/value This research sheds light on the human side of a non-human world. The results suggest that the sense of a human presence in virtual brand communities is essential to engage customers with online activities toward brands while also building a closer customer–brand relationship.
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Harwood, Tracy, and Tony Garry. "An investigation into gamification as a customer engagement experience environment." Journal of Services Marketing 29, no. 6/7 (September 14, 2015): 533–46. http://dx.doi.org/10.1108/jsm-01-2015-0045.

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Purpose – This study aims to provide empirically generated insights into a gamification approach to online customer engagement and behavior (CE and CEB). There is a substantive discrepancy between popular coverage and empirically based research as to the effectiveness of virtual brand gamification in engaging customers. Design/methodology/approach – Using Samsung Nation as a unit of analysis, a mixed-methods research design using netnography and participant observation is adopted to address the research aim. Findings – Taken holistically, the findings identify key processes and outcomes of CE and CEB within virtual gamified platforms. Additionally, insights are provided into implementation flaws deriving from gamification that may potentially impact the CE experience. Originality/value – The contribution of this paper is twofold. First and from a theoretical perspective, it offers both a conceptual foundation and empirical-based evaluation of CE and CEB through a gamified brand platform. Second and from a pragmatic perspective, the conceptual model derived from this research may aid practitioners in developing more robust gamified CE strategies.
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Cheng, Yusi, Wei Wei, and Lu Zhang. "Seeing destinations through vlogs: implications for leveraging customer engagement behavior to increase travel intention." International Journal of Contemporary Hospitality Management 32, no. 10 (September 11, 2020): 3227–48. http://dx.doi.org/10.1108/ijchm-04-2020-0319.

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Purpose This study aims to understand customers’ watching experience with travel vlogs and its impacts on one of the most prominent manifestations of customer engagement behaviors (CEBs) – word-of-mouth (WOM) – and their travel intention. Drawing upon the theory of resonance, this study incorporated both cognitive and emotional aspects of travel vlog watching experience. Design/methodology/approach Online survey data were collected from 352 participants who have watched travel vlogs over the past 12 months. Partial least squares structural equation modeling (PLS-SEM) was performed for hypotheses testing. Findings The study results reveal positive impacts of source credibility, inspiration, escapism and self-congruence on WOM, which further leads to travel intention. While source credibility is the strongest predictor of WOM, more factors representing the emotional resonance turn out to be the driving factors of WOM. Research limitations/implications This study pinpoints the value of investigating audiences’ vlogs watching experience from a CEB perspective within the tourism setting. Future research is encouraged to explore more types of CEBs in the intersection of social media consumption and travel behaviors. Practical implications Travel vloggers need to convey their intrinsic passion and enthusiasm to create an emotional connection with the audiences. Hospitality and tourism marketers are recommended to promote products and services by incentivizing audiences to engage with the travel vlogs. Originality/value No prior research integrated vlogs watching experiences, engagement behavior and future travel intention in a tourism setting. This study fills this gap and contributes to the literature on customer engagement, media consumption and marketing.
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Trini, Dewi, and M. Noor Salim. "Customer Experience Marketing (CEM), Customer Satisfaction and Customer Trust Affects Customer Loyalty: A Study on Star Hotels in Jakarta Province." Business Management and Strategy 9, no. 2 (December 23, 2018): 100. http://dx.doi.org/10.5296/bms.v9i2.13615.

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This study aims to examine customer experience marketing (CEM), customer satisfaction, consumer trust affects customer loyalty for star hotels in Jakarta, Indonesia. This study employs a causal and descriptive research using a survey research method. This study hypothesizes that (1) CEM has a significant effect on customer loyalty, (2) CEM has a significant effect on customer satisfaction, (3) customer satisfaction has a significant effect on customer loyalty, (4) customer satisfaction has a significant effect on customer trust and (5) customer trust has a significant effect on customer loyalty. The sample used is 200 respondents that were obtained from the star hotels’ guests in Jakarta. A structural equation modelling (SEM) is employed and the results reveal that only CEM has a significant impact on customer loyalty meanwhile customer satisfaction and customer trust have no impact on customer loyalty.
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Intintoli, Vincent J., Matthew Serfling, and Sarah Shaikh. "CEO Turnovers and Disruptions in Customer–Supplier Relationships." Journal of Financial and Quantitative Analysis 52, no. 6 (December 2017): 2565–610. http://dx.doi.org/10.1017/s0022109017000965.

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Events that disrupt customer–supplier relationships pose a source of risk for suppliers that depend on a customer for a large portion of their revenues. We identify the replacement of a customer’s chief executive officer (CEO) as a disruptive event that results in suppliers losing substantial sales. These losses are greater when an incumbent customer CEO is more likely to be entrenched and stem largely from the successor divesting assets. Finally, we document that losses in sales following a customer CEO turnover lead to declines in a supplier’s financial performance and that suppliers experience negative abnormal stock returns to announcements of customer CEO departures.
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Dissertations / Theses on the topic "Customer experience (CEx)"

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Popp, Wolfgang. "Customer Experience (CEX) und Weiterempfehlungsverhalten theoretische Bezüge und Managementimplikationen." München FGM-Verl, 2005. http://deposit.ddb.de/cgi-bin/dokserv?id=2652922&prov=M&dok_var=1&dok_ext=htm.

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Liu, Wei. "Mapping Customer Experiences: The Role of Touchpoints in Determining Consumer Evaluations." Thesis, Griffith University, 2016. http://hdl.handle.net/10072/367892.

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The purpose of this research is to gain a deeper understanding of the customer experience (CEx) concept within the context of a food and wine event. Drawing on literature associated with service design (ecosystem, customer journey, touchpoint), appraisals/emotions, and tourism/service marketing (satisfaction, loyalty), this research seeks to investigate the more micro, momentary levels of experience and how these accumulate to an overall assessment. This is particularly important, as customer experience has become a key factor for businesses to build customer evaluations such satisfaction, recommendation and repeat visitation, yet relatively limited research has sought to measure the in situ momentary experiences of customers. Businesses within this service sector can manage customer experience through touchpoints (those times the customer comes into contact with the service offering). Previous research has demonstrated that touchpoints influence customers’ thoughts, feelings and behaviours and therefore form the focus of this research. In particular, this research is concerned with gaining an in depth knowledge about the role of touchpoints, how to manage touchpoints to improve overall customer experience and assess the flow-on effects on outcome variables.
Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Griffith Business School
Griffith Business School
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Ullberg, Matilda, Alexandra Greus, and Sofia Dollerup. "Does the Experience really matter in B2B? : A Qualitative Study on Customer Experience Management in B2B." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-44041.

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Background: The concept of Customer Experience Management (CEM) is growing as a marketing tool used in order to remain a competitive actor on the market. By designing a customer experience, companies are able to differentiate themselves by offering a holistic customer experience.                                                                                             Problem: The existing body of knowledge regarding CEM in the B2B setting is limited. However, recent studies have begun to examine the fact that the buying process in B2B does not only concern task related and rational decision-making criteria, but also that emotional consideration plays a part in the buying process. Additionally, during recent years the Office Space Interior Solutions (OSIS) companies have gone through the development from selling simple furniture to offering activity-based environments as well as using a profile as design companies.                                                                                             Purpose: The aim of this thesis is to create an understanding regarding how the phenomena of CEM is implemented within the B2B industry, more specifically Swedish OSIS companies within the regions of Småland and Västra Götaland.                                                                                            Method: Through semi-structured interviews with four case companies that all are operating within the OSIS industry, qualitative data has been collected and analysed through a thematic analysis approach. The answers have later been revised through a conceptual framework that has been identified through a review of existing literature concerning CEM.   Result: The findings suggested that OSIS companies do practice all the dimensions identified in the conceptual framework regarding customer experience and experience value. However, implementing the dimensions as a holistic experience design did not seem to be practiced by the companies. Finally, by providing a customer experience, OSIS companies are able to influence the purchase intentions, establish relationships and generate WOM which in turn can attract and retain customers.
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Krüger, Stephanus Paulus. "Customer perception on the effectiveness of customer centric sales channels in a financial cooperation in South Africa / Stephanus Paulus Krüger." Thesis, 2014. http://hdl.handle.net/10394/11185.

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The main aim of the study was to determine which measurement tool, existing or adapted, would be able to determine the levels of customer centricity within the sales channels of a specific organisation, operating in the South African financial industry. A literary study showed that in order to determine the levels of customer centricity, customer experience should be measured. Six questionnaires were administered, namely, EXQ, NPS, CES, Customer satisfaction, Word-of-Mouth and Behavioural loyalty intention. The data showed a statistical significance and a positive relationship between all the constructs within all the questionnaires except with that of CES.
MBA, North-West University, Potchefstroom Campus, 2014
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Gomes, Cláudio Bessa. "Nikita Cabeleireiros wants to improve the efficiency of its customer relationship management by adopting an appropriate CRM strategy." Master's thesis, 2010. http://hdl.handle.net/10071/3803.

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The positions SMBs (Small and Medium Businesses) have in national economies have been increasing, being extremely important to the development of the economies. SMBs are seeking more and more CRM applications, for this reason, CRM as been having a rapid development in the last years. My master project will study a CRM implementation on Nikita Cabeleireiros, a small business in a common local market, and examine the CRM key risks and benefits. Another concept is presented, CEM (Customer experience Management), as the next competitive advantage and differentiator factor between SMBs. The literature review resulted from an intensive research and will analyze previous research concerning the topics mentioned above. The outcome of this research shows that SMBs should embrace a customer-centric strategy, as CRM strategy, in order to achieve higher customer service which will lead to higher customer retention and customer loyalty. This study should be a useful tool to SMBs adopting CRM and to initiate further investigation regarding these topics.
A posição que as PMEs (Pequenas e Médias Empresas) ocupam nas economias nacionais tem vindo a crescer, sendo extremamente importantes para o desenvolvimento das economias. A procura de aplicações de CRM nas PMEs tem vindo a aumentar, por esta razão, a estratégia de CRM tem apresentado um rápido desenvolvimento nos últimos anos. A minha tese de mestrado, consiste num estudo aprofundado sobre a implementação de uma estratégia de CRM na Nikita Cabeleireiros, uma PME num mercado comum. Examina, também, os principais riscos e benefícios da implementação de uma estratégia de CRM. Outro conceito é apresentado, CEM (Gestão das experiências do cliente), como próximo factor competitivo e elemento de diferenciação entre PMEs. A revisão da literatura resulta de uma pesquisa intensiva e analisa artigos e documentos referente aos tópicos anteriormente mencionados. O resultado desta pesquisa mostra que PMEs devem “abraçar” uma estratégia focada no cliente, tal como a estratégia de CRM, com a finalidade de melhorar o serviço ao cliente o que irá aumentar a taxa de retenção dos clientes e a respectiva, lealdade. Este estudo acredito que será uma evidência útil para as PMEs adoptarem um estratégia de CRM e iniciar mais investigações relativamente a estes tópicos.
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Books on the topic "Customer experience (CEx)"

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Dongen, Beate van, and Deborah Wietzes. Cex Sells: New Inspiration for Valuable Experiences. Bis B.V., Uitgeverij (BIS Publishers), 2017.

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Book chapters on the topic "Customer experience (CEx)"

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Chimeno, Samuel Gallego. "Customer Experience Management (CEM)." In Advances in Intelligent Systems and Computing, 465–70. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-99608-0_65.

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Ciftci, Olena, and Katerina Berezina. "Exploring Customer Experience with Service Robots in Hospitality and Tourism: Activity Theory Perspective." In Information and Communication Technologies in Tourism 2023, 65–76. Cham: Springer Nature Switzerland, 2023. http://dx.doi.org/10.1007/978-3-031-25752-0_6.

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AbstractAddressing a call for theoretical development in human-robot interaction research, this study introduces activity theory to the field of service robots (SRs) in hospitality and tourism. Activity theory was used as the foundation for the conceptual analysis of in-depth interviews with hospitality customers. The results of content analysis of the interviews and future research directions are presented based on each of the service activity system’s components: object (customer experience (CE) with SRs in a hospitality unit), subject (customers), technology (SRs), rules (implementation procedures of SRs), community (customers, other customers, and employees), division of labor (a division of service), outcome (satisfaction, overall experience with hospitality establishments, and behavioral intentions), and context. The study provides future research directions in using activity theory in studies on human-robot interaction and CE with SRs in hospitality and tourism. Robot developers and hospitality professionals can use the data analysis framework proposed in this study to evaluate CE with SRs.
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Arineli, A., and H. Quintella. "Critical Success Factors on Implementation of Customer Experience Management (CEM) Through Extended Marketing Mix." In Lecture Notes in Management and Industrial Engineering, 197–204. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-14078-0_23.

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Shashaj, Ariona, Davide Stirparo, and Mohammad Kazemi. "CEA-TM: A Customer Experience Analysis Framework Based on Contextual-Aware Topic Modeling Approach." In IFIP Advances in Information and Communication Technology, 659–72. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-79150-6_52.

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Kim, Hye Jung, Myeong Sook Park, and Jiin Hwang. "A Study on the Customer Experience Management (CEM) by Applying Walk-Through Audit (WtA); Focused on Hospitality Service Cases." In Emotional Artificial Intelligence and Metaverse, 15–26. Cham: Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-031-16485-9_2.

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Weber, Marcel, and Arend Hofsink. "Design and Development of the CEM-Dashboard: A Diagnostic Tool to Determine Your Current Position and Improvement Directions in Customer Experience Management." In Customization 4.0, 405–21. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-77556-2_25.

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Vidili, Ilenia. "Customer Experience." In Advances in Business Information Systems and Analytics, 183–209. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-3756-5.ch011.

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The impact of increasing advancement in digital technologies is driving massive changes in contemporary business enterprises affecting every dimension of society, especially the way individuals buy, research, and interact with one another and with leading brands. This chapter explores case studies of specific leading brands to illustrate this principle with the purpose of better understanding how end-to-end customer experiences (CXs) can be maintained and improved. It begins with a detailed example of the cost of not adapting to the evolving changes in consumer behaviour, specifically the expectations of new generations of “digital natives” with a focus on the user experience (UX). This is followed by an analysis of six customer experience (CX) principles that deliver value, relevance, and superior CXs. Finally, this chapter highlights the importance of embracing a holistic customer-centric culture and offers valuable considerations for businesses seeking to make customer experience their new competitive advantage.
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Bean, Erik P. "Benchmark Academy Study Ties Customer Experience to Emotional Branding." In Driving Customer Appeal Through the Use of Emotional Branding, 41–54. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-2921-7.ch003.

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How do academies use customer experience (CX) leadership theory? How do they employ and measure it? How is emotional branding related to customer experience? No matter how rigorous higher education programs become, understanding the student and faculty customer experience can have many positive effects. Staff and faculty need to understand how to create meaningful student interactions leading to loyalty that can foster networking opportunities for student success throughout the school's prospective, current, and alumni network. A content analysis and brief survey was employed to examine a University of Phoenix research center Website iteration to define the customer personas of dissertation chairs, its largest customers who utilize the Center for Leadership Studies and Educational Research (CLSER) center for guidance to formulate research studies geared towards publication. These customers (known as affiliates) also were measured whether they believed that implicit promises made were kept, a necessity of purposeful CX strategy and that signifies the degree of emotional connection.
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Jaziri-Bouagina, Dhouha. "The Tacit Knowledge Through the Customer Experience." In Advances in Knowledge Acquisition, Transfer, and Management, 1–29. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-2394-9.ch001.

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This chapter connects the management and marketing fields by scrutinizing the tacit knowledge management in the case of the customer experience theory. First, the theoretical and conceptual side is presented. To this regard, the tacit knowledge' importance is stressed. Likewise, a discussion of its externalization methods in reference to the customer experience theory as well as its strong relationship with the innovation development, is emphasized. Especially, the experiential innovation is targeted by this research and defended. The research question treated is: How to acquire and use the customer experiential knowledge CEK- for an experiential innovation development? Thus, CEK is conceptualized, in advance, through a deeper correspondence between the tacit knowledge taxonomies and the consumption experience dimensions. Second, the practical side presents a depth qualitative research undertaken with managers of Tunisian thalassotherapy centers to respond to the cited question. Finally, content analysis techniques, discussion of results and the practical contribution are advanced.
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Sorrentino, Annarita. "Customer Experience Management (CEM). State-of-the-Art and Best Practices." In Defining, Measuring and Managing Consumer Experiences, 71–90. Routledge, 2020. http://dx.doi.org/10.4324/9781003037347-5.

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Conference papers on the topic "Customer experience (CEx)"

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Safdar, Saria, Shoab Ahmed Khan, and Arslan Shaukat. "Customer Experience Management (CEM) for Automation, Data Collection and Methodology." In 2019 International Conference on Information and Communication Technology Convergence (ICTC). IEEE, 2019. http://dx.doi.org/10.1109/ictc46691.2019.8939860.

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Tarmizi, Rasyid, H. Suhada, Desy Apriani, Muhaimin Hasanudin, Dedy Prasetya Kristiadi, and Wahyu Hidayat. "Customer Experience Management (CEM) Supports the Quality of Hospital Services Based on RFID." In 1st Paris Van Java International Seminar on Health, Economics, Social Science and Humanities (PVJ-ISHESSH 2020). Paris, France: Atlantis Press, 2021. http://dx.doi.org/10.2991/assehr.k.210304.156.

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Verstricht, Jan. "Long-Term Monitoring Experiences at the HADES Underground Lab and its Relevance for Radwaste Repository Monitoring." In ASME 2013 15th International Conference on Environmental Remediation and Radioactive Waste Management. American Society of Mechanical Engineers, 2013. http://dx.doi.org/10.1115/icem2013-96332.

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In the frame of its radwaste disposal research programme, SCK•CEN started the construction of the HADES underground research facility in 1980. Including several extensions and a comprehensive experimental programme, it has provided a lot of experience on monitoring. Monitoring is performed for many reasons: construction follow-up, field characterisation, investigation of phenomena, and model validations — in which the underground lab offers the opportunity for upscaling conventional laboratory set-ups. Construction monitoring has allowed to develop and optimise the underground construction techniques in a previously poorly known environment, resulting in a well-mastered application of mechanised methods for gallery construction with minimal damage to the host formation. Access to this formation also allows its characterisation, both geotechnical, geological and geochemical, and the detailed investigation of phenomena such as fracturing and oxidation. Finally, instrumented set-ups allow to test various numerical models by comparing the observations with the predicted behaviour. The specific conditions of the underground laboratory put particular requirements to the sensors. These conditions include the long-term nature of many set-ups — typically several years to decades, the inaccessibility of many sensors after installation, high mechanical and water pressures, and corrosion. Combined with the fact that many sensors are custom made, obtaining and maintaining a fully functional instrumented set-up can be challenging. A lot of experience has therefore been gained which is very valuable when designing the monitoring of radwaste repositories — and it has allowed us to determine the critical success factors for monitoring. Engineers tend to look at this first from a technical viewpoint — and there are many technical aspects indeed that determine the reliability of monitoring. A first one is the combination of different observations (“redundancy”) which can be implemented by the use of several sensors, different sensor principles, different (coupled) parameters, and the combination of point measurements with geophysical techniques. Cabling is also a critical issue as it is often considered as the primary enemy of barrier integrity. Minimal cabling techniques, such as distributed fibre optic monitoring and wireless signal transmission, therefore get increasing attention. Also the interpretation of the monitoring data — in particular those that are perceived as “wrong” or “unexpected”, needs sufficient attention. The long-term experience has however also shown that the design of a monitoring programme must look beyond the technical part. In particular for long-term applications, issues such as data management and record keeping are vital to guarantee success in this.
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Reports on the topic "Customer experience (CEx)"

1

Marshak, Ronni. Does B2B Customer Experience Differ from B2C CX? Boston, MA: Patricia Seybold Group, July 2012. http://dx.doi.org/10.1571/ht07-13-12cc.

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