Customer Experience: A Design Approach and Supporting Platform - Inria - Institut national de recherche en sciences et technologies du numérique Access content directly
Conference Papers Year : 2017

Customer Experience: A Design Approach and Supporting Platform

Abstract

The purpose of the research is to develop an intelligent system able to support the design and management of a Customer Experience (CX) strategy based on the emotions tracked in real time at the different touchpoints in a store. The system aim is to make the shopping experience responsive to the customers’ emotional state and behaviour and to suggest successful product/service design guidelines and customer experience (CX) management strategies whose implementation may affect current and future purchases. In this particular, the present paper focuses on the description of the integrate approach developed to design the overall CX and on the emotional recognition tools to elaborate the rich-data captured by a network of optical and audio sensors distributed within the shop.
Fichier principal
Vignette du fichier
455531_1_En_27_Chapter.pdf (772.16 Ko) Télécharger le fichier
Origin : Files produced by the author(s)
Loading...

Dates and versions

hal-01674862 , version 1 (03-01-2018)

Licence

Attribution

Identifiers

Cite

Maura Mengoni, Emanuele Frontoni, Luca Giraldi, Silvia Ceccacci, Roberto Pierdicca, et al.. Customer Experience: A Design Approach and Supporting Platform. 18th Working Conference on Virtual Enterprises (PROVE), Sep 2017, Vicenza, Italy. pp.287-298, ⟨10.1007/978-3-319-65151-4_27⟩. ⟨hal-01674862⟩
91 View
85 Download

Altmetric

Share

Gmail Facebook X LinkedIn More