Publications associées à Customer engagement

Mobile eye tracking applied as a tool for customer experience research in a crowded train station

Train stations have increasingly become crowded, necessitating stringent requirements in the design of stations and commuter navigation through these stations. In this study, we explored the use of mobile eye tracking in combination with observation and a ...

2023

How Words Move Hearts: Interpretable Machine Learning Models of Bias, Engagement, and Influence in Socio-Political Systems

Aswin Suresh

We study socio-political systems in representative democracies. Motivated by problems that affect the proper functioning of the system, we build computational methods to answer research questions regarding the phenomena occurring in them. For each phenomen ...

EPFL2023

A chance-constraint approach for optimizing Social Engagement-based services

Michel Bierlaire, Edoardo Fadda

Social Engagement is a novel business model transforming final users of a service from passive into active components. In this framework, people are contacted by a company and they are asked to perform tasks in exchange for a reward. This arises the compli ...

IEEE2022

Industry 4.0 Technologies and Customer-centricity for Digital Supply Chains

Rachel Agnès Laetitia Rosemonde Marie Lacroix

The last few years have experienced the emergence of Industry 4.0 (I4.0), ultra-customization, and the explosion of demand for ethical, fair trade, and sustainable consumption. Organizations have therefore started a digital transformation of their SCs and ...

EPFL2021

Instruction, Student Engagement and Learning Outcomes: A Case Study Using Anonymous Social Media in a Face-to-face Classroom

Denis Gillet, Maria Jesus Rodriguez Triana, Adrian Christian Holzer

With the wide availability of mobile devices and the growing interest in social media, numerous applications have emerged to support student engagement in the classroom. There is conflicting evidence, however, on whether the engagement benefits of such app ...

2020

Product assortment and space allocation strategies to attract loyal and non-loyal customers

Ralf Seifert, Anna Timonina-Farkas, Argyro Katsifou

Assortment planning deserves much attention from practitioners and academics due to its direct impact on retailers' commercial success. In this paper we focus on the increasingly popular retail practice to use combined product assortments with both "standa ...

2020

Profiling, Modelling and Facilitating Online Activism

Julia Proskurnia

The extensive and successful use of social media has enhanced and empowered a variety of movements all over the world in a way that is hard to achieve through conventional means. This has led to numerous studies that leverage online social data to describe ...

EPFL2017

Toward a mixed-initiative QA system: from studying predictors in Stack Exchange to building a mixed-initiative tool

Tiziano Piccardi

This article envisions a new customer support solution that merges the efficiency of crowd-based Question and Answer (QA) sites with the effectiveness of traditional customer care services. QA sites use crowdsourcing to solve problems in a very efficient w ...

Academic Press Ltd- Elsevier Science Ltd2017

The impact of customer behavior models on revenue management systems

Shadi Sharif Azadeh

Revenue management (RM) can be considered an application of operations research in the transportation industry. For these service companies, it is a difficult task to adjust supply and demand. In order to maximize revenue, RM systems display demand behavio ...

2015

Approximation algorithms for regret minimization in vehicle routing problems

Adrian Aloysius Bock

In this thesis, we present new approximation algorithms as well as hardness of approximation results for NP-hard vehicle routing problems related to public transportation. We consider two different problem classes that also occur frequently in areas such a ...

EPFL2014