Séminaire: Hafedh Mili

Qui? Hafedh Mili, Professeur au département d’informatique et directeur du LATECE Quand? Mercredi 1er avril 2015 à 12h15 (12h00 pour la pizza) Où? PK-5115 Titre Towards a business framework for context-aware customer experience management Résumé Customer experience management (CEM) denotes a set of practices, processes, and tools, that aim at personalizing a customer’s interactions with a company around the customer’s needs and desires [13]. Ubiquitous computing is a computing paradigm where a computation of interest to a stakeholder is performed, collaboratively, by a variety of devices, often specialized, with limited capacities, that interact ‘spontaneously’, on behalf of the stakeholder [7,12]. E-business specialists have long realized the potential of ubiquitous computing to develop context-aware CEM applications (CA-CEM) [8,10], and have been rivaling each other in imagining CA-CEM scenarios that exploit a rich combination of sensor data, customer profile data, and historical data about the customer interactions with his environment. However, e-business software vendors, and potential CA-CEM application designers, alike, have no guidance with regard to, a) which information to offer/request, about customers, products, and environments, and b) what customizations and adaptations to offer/request, to the various interactions between the customer and the e-business application. We view customer experience management as the management of the interaction between two processes, one representing the customer, and the other representing the commerce, each with its own objectives and value functions, in a way that maximizes the value for both parties. We argue that an understanding of those two processes, and of the environmental context, is necessary to specify, design, and implement applications that instrument that interaction. In this paper, we lay the foundations for a business framework for context-aware customer experience management that relies on a psychological modeling of consumer behavior.

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