Sökning: "Customer Experience CX"

Visar resultat 1 - 5 av 8 uppsatser innehållade orden Customer Experience CX.

  1. 1. Hur AI-tjänster för kundupplevelser i organisationer kan skapa nytta : en intervjustudie

    Kandidat-uppsats, Karlstads universitet/Handelshögskolan (from 2013)

    Författare :Hasanein Al Yassiri; [2023]
    Nyckelord :AI; CX; AI CX; artificiell intelligens; AI-investeringar; kundupplevelse; affärsnytta; verksamhetsnytta;

    Sammanfattning : Abstract Organisationer investerar numera i artificiell intelligens inom området kundupplevelser, så kallat customer experience, CX. CX är kundernas eller användarnas holistiska uppfattning av ett företag, organisation eller varumärke under hela kundresan, som omfattar planering av köp, genomförande av köp och upplevelsen efter ett köp, i synnerhet kundens köpresa. LÄS MER

  3. 2. Contextualizing Customer Feedback: A Research-through-Design Approach - Alternative Approaches and Dialogical Engagement in Survey Design

    Master-uppsats, Uppsala universitet/Människa-datorinteraktion

    Författare :Rasmus Svensson; [2023]
    Nyckelord :Human-Computer Interaction; Research-through-Design RtD ; Digital Service Design; Enterprise Resource Planning ERP systems; Invoicing; Customer Experience CX ; Customer Satisfaction CS ; Contextualization; Dialogical Approach; Customer Journey; Survey design; Questionnaire design; Net Promoter Score NPS ; Customer Satisfaction Score CSAT ; Customer Effort Score CES ; Chatbot; Virtual Agent; Customer Support Agent; Design Guidelines; Double Diamond; User Experience UX ; User Interface UI ; Interaction Design ID ;

    Sammanfattning : Providing context behind customer feedback remains a challenge for company’s who rely on approaching Customer Experience (CX) through standardized Customer Satisfaction (CS) metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Practical guidelines for monitoring CS throughout the customer journey are limited, creating a gap in academic research. LÄS MER

  4. 3. Chatbots: Understanding the Implementation Framework. : A Multiple-case Study

    Kandidat-uppsats, Karlstads universitet/Handelshögskolan (from 2013)

    Författare :Lindqvist Daniel; Johansson Viktor; [2023]
    Nyckelord :artificial intelligence; ai; business; organization; chatbot; chatbots; machine learning;

    Sammanfattning : Abstract This paper discussed the increasing use of artificial intelligence (AI) in various industries, particularly in the form of chatbots. Chatbots are AI-powered systems that interact with humans in order to support, collect, and deliver information. LÄS MER

  5. 4. Upplevelsestrategi vid kundinteraktioner : En jämförandestudie om kundupplevelsen i kundservice på bank och elhandelsbolag

    Master-uppsats, Mälardalens högskola/Industriell ekonomi och organisation

    Författare :Sara Awaijan; Elin Karlsson; [2020]
    Nyckelord :Banking; Customer Experience; Customer Experience Management; customer service; CX; digital tools; digitalization; electricity; emotional value; energy company; organizational culture; strategy; Bank; Customer Experience Management; CX; digitala verktyg; digitalisering; elhandel; emotionellt värdeskapande; energibolag; kundservice; kundupplevelse; organisationskultur; strategi;

    Sammanfattning : The rapid development of today’s society is accelerated with digitalization and the customers have more possibilities to compare businesses with each-other than before. The focus on Customer Experience have increased in popularity during the last decade and an increasing number of companies have begun to consider the importance of their customers, the society, and their personnel. LÄS MER

  7. 5. Creating Value and Identifying Opportunities for Innovation in E-commerce on the B2B Market. : A case study of the distribution and construction industries in Sweden.

    Master-uppsats, KTH/Skolan för industriell teknik och management (ITM)

    Författare :MATILDA NORDQUIST; OLIVIA NORLIN; [2019]
    Nyckelord :;

    Sammanfattning : Purpose - The purpose of this research is to examine the effect of e-commerce in the B2B market. Focus has been on how customer values and the front end of innovation are affected from a distribution company’s and construction industry’s point of view. LÄS MER