TY - GEN
T1 - Towards a service delivery based on customer eXperience ontology
T2 - 5th International Workshop on Modeling Autonomic Communication Environments, MACE 2010
AU - Ur Rehman Laghari, Khalil
AU - Ben Yahya, Imen Grida
AU - Crespi, Noel
PY - 2010/12/13
Y1 - 2010/12/13
N2 - Customer eXperience is a blue print of customer requirements. In this era of heightened competition and volatile global economy, delivering services originating from diverse sources, without satisfying thorough customer experience practices may increase customer dissatisfaction, and churn rate. In order to guarantee rich customer experience, the service delivery mechanism should shift towards customer experience centric approach. This shift from service to experience brings customer in the driving seat, whose intentions and needs trigger service delivery. This paper introduces ontological model for customer experience, intended for use in run time environments by policy based management systems, to initiate and enable service delivery based on customer experience. The work presented here can have valuable implications for future studies of customer experience based service delivery approach.
AB - Customer eXperience is a blue print of customer requirements. In this era of heightened competition and volatile global economy, delivering services originating from diverse sources, without satisfying thorough customer experience practices may increase customer dissatisfaction, and churn rate. In order to guarantee rich customer experience, the service delivery mechanism should shift towards customer experience centric approach. This shift from service to experience brings customer in the driving seat, whose intentions and needs trigger service delivery. This paper introduces ontological model for customer experience, intended for use in run time environments by policy based management systems, to initiate and enable service delivery based on customer experience. The work presented here can have valuable implications for future studies of customer experience based service delivery approach.
KW - CR&M
KW - Customer eXperience
KW - Ontology
KW - Policy Based Management
KW - Service Design Solution Process
U2 - 10.1007/978-3-642-16836-9_5
DO - 10.1007/978-3-642-16836-9_5
M3 - Conference contribution
AN - SCOPUS:78649807510
SN - 3642168353
SN - 9783642168352
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 51
EP - 61
BT - Modelling Autonomic Communication Environments - 5th IEEE International Workshop, MACE 2010, Proceedings
Y2 - 28 October 2010 through 28 October 2010
ER -