Publications associées à Expérience client

Butterfly effects in perceptual development: A review of the 'adaptive initial degradation' hypothesis

Human perceptual development evolves in a stereotyped fashion, with initially limited perceptual capabilities maturing over the months or years following the commencement of sensory experience into robust proficiencies. This review focuses on the functiona ...

Academic Press Inc Elsevier Science2024

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

Andrea Regula Schneider

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

Quantitative Methods for Omnichannel Decision-Making

Andrey Vasilyev

Omnichannel retail has emerged as the new standard in today's commerce landscape, with retailers integrating their physical and online channels to enhance the customer shopping experience. However, such integration presents significant challenges for retai ...

EPFL2023

Referencing in YouTube Knowledge Communication Videos

Daniel Gatica-Perez, Haeeun Kim

In recent years, there has been widespread concern about misinformation and hateful content on social media that are damaging societies. Being one of the most influential social media that practically serves as a newsearch engine, YouTube has accepted crit ...

Assoc Computing Machinery2023

A Conceptual Framework for Integrating Conversational Agents in Digital Education

Juan Carlos Farah

The presence of conversational agents (or chatbots) in educational contexts has been steadily increasing over the past few years. Recent surveys have shown widespread interest in the use of chatbots in education, both for research and practice. Although th ...

EPFL2023

Promoting synergies for sustainability through peer-to-peer sharing: an analysis of drivers and barriers

Claudia Rebeca Binder Signer, Ralph Hansmann

Peer-to-peer (P2P) sharing may foster sustainability synergistically by saving resources, reducing costs and promoting satisfaction of consumer needs and social connectivity. A survey of Swiss and Swedish consumers (N = 1522) was conducted to analyze drive ...

TAYLOR & FRANCIS INC2023

An instance-based learning approach for evaluating the perception of ride-hailing waiting time variability

Michel Bierlaire, Nejc Gerzinic

Understanding user’s perception of service variability is essential to discern their overall perception of any type of (transport) service. We study the perception of waiting time variability for ride-hailing services. We carried out a stated preference su ...

2023

Assessing Experiences and Visual Perception in Train Station Environments with a Mobile Application and Eye Tracking

Andrea Regula Schneider

The Customer Experience Management at the Swiss Federal Railways (SBB) experiments with new technologies and methods to capture experiences and perceptions of passengers to design safe and customer friendly environments. First, a new methodological approac ...

2022

High spatial resolution dataset of La Mobiliere insurance customers

Claudia Rebeca Binder Signer, Emanuele Massaro

We present the La Mobiliere insurance customers dataset: a 12-year-long longitudinal collection of data on policies of customers of the Swiss insurance company La Mobiliere. To preserve the privacy of La Mobiliere customers, we propose the data aggregated ...

NATURE PORTFOLIO2022

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