Publications related to Customer

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

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

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

Zero Defect Manufacturing Strategies and Platform for Smart Factories of Industry 4.0

Dimitrios Kyritsis, Gökan May

Within the context of market globalisation, the quality of products has become a key factor for success in manufacturing industry. The growing unpredictability of demand necessitates continuous adjustments in production targets. Addressing customer needs a ...

SPRINGER-VERLAG BERLIN2019

A framework for a vehicle sharing system

Selin Ataç

The vehicle sharing systems (VSSs) are becoming more and more popular due to both financial and environmental effects. On the other hand, they face many challenges, such as inventory management of the vehicles and parking spots, imbalance of the vehicles, ...

2019

A Digital Platform connecting Academia and Small Businesses: An opportunity for Knowledge Management Experiments

Quentin Adrien Cavillier

Digital transformation is one of the biggest phenomena of this decade. One enabler of this revolution was cloud computing. Today, software engineers can deliver software as a service (SaaS), which is accessible to users through the Internet. Slack, Shopify ...

EPFL2019

A Return on Our Experience of Modeling a Service-oriented Organization in a Service Cartography

Alain Wegmann, Gorica Tapandjieva Sekulovska, Giorgio Anastopoulos

We present a longitudinal project using action design research, which is a four-year collaboration between two EPFL entities: The research Laboratory for Systemic Modeling (LAMS) and EPFL’s IT department, called the VPSI. During that time the VPSI was goin ...

Springer2017

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

Digital transformation, business models and the postal industry

Nandkumar Harshan Kollara

For many decades, the postal industry offered postal services and in parallel, had a monopoly over the national postal markets. Recently, the postal industry endured a phase where their national postal markets were subjected to liberalisation by the respec ...

EPFL2017

The roles of coupling and the deviation matrix in determining the value of capacity in M/M/1/C queues

Sophie Myriam Hautphenne

In an M/M/1/C queue, customers are lost when they arrive to find C customers already present. Assuming that each arriving customer brings a certain amount of revenue, we are interested in calculating the value of an extra waiting place in terms of the expe ...

Springer Verlag2016

Valuing quantity flexibility under supply chain disintermediation risk

Isik Bicer

We consider a supply chain with one supplier and one retailer in which the parties develop a quantity flexibility contract to specify the conditions of procurement activities. The contract allows the retailer to adjust the initial order quantity after the ...

Elsevier Science Bv2016

Pervasive Data Analytics for Sustainable Energy Systems

Tri Kurniawan Wijaya

With an ever growing population, global energy demand is predicted to keep increasing. Furthermore, the integration of renewable energy sources into the electricity grid (to reduce carbon emission and humanity's dependency on fossil fuels), complicates eff ...

EPFL2015

Approximation methods for large-scale spatial queueing systems

Nikolaos Geroliminis, Burak Boyaci

Different than the conventional queueing systems, in spatial queueing systems (SQS) the service rate for each customer-server pairs differs and the server that intervenes for a specific customer is not known a priori, depending on the availability of serve ...

Pergamon-Elsevier Science Ltd2015

Cluster-based Aggregate Forecasting for Residential Electricity Demand using Smart Meter Data

Karl Aberer, Tri Kurniawan Wijaya, Matteo Vasirani, Samuel François Roger Joseph Humeau

While electricity demand forecasting literature has focused on large, industrial, and national demand, this paper focuses on short-term (1 and 24 hour ahead) electricity demand forecasting for residential customers at the individual and aggregate level. Si ...

2015

When Bias Matters: An Economic Assessment of Demand Response Baselines for Residential Customers

Karl Aberer, Tri Kurniawan Wijaya, Matteo Vasirani

Demand response (DR) has been known to play an important role in the electricity sector to balance supply and demand. To this end, the DR baseline is a key factor in a successful DR program since it influences the incentive allocation mechanism and custome ...

Ieee-Inst Electrical Electronics Engineers Inc2014

Patterns for Value-Added Services Illustrated with SEAM

Maude Laetitia Grossan, Alain Wegmann, Gorica Tapandjieva Sekulovska, Aarthi Gopal

The basic idea behind the provision of a service is to hide the service implementation details from the client in such a way that more value is provided to the client. Very often support services allow too much of their implementation details to be visible ...

2014

GECN: Primary Voltage Control for Active Distribution Networks via Real-Time Demand-Response

Jean-Yves Le Boudec, Mario Paolone, Dan-Cristian Tomozei, Konstantina Christakou

Demand response (DR) has traditionally targeted peak shaving for the optimal allocation of electricity consumption on a time scale that ranges from minutes to hours. However, with the availability of advanced monitoring and communication infrastructure, th ...

Ieee-Inst Electrical Electronics Engineers Inc2014

Factory planning system considering energy-efficient process under cloud manufacturing

Ian Anthony Stroud, Jumyung Um, Yong Chan Choi

Cloud computing sets to make a change in business between enterprises over the Internet based on services providing dynamically reconfigurable and virtualized networks. It is difficult for an aircraft manufacturer to consider the performance and status of ...

Elsevier Science Bv2014

A decision support system assessing the trust level in supply chains based on information sharing dimensions

Naoufel Cheikhrouhou, Omar Ayadi

Assessing customer trust in suppliers with regards to its influencing factors is an important open issue in supply chain management literature. In this paper, a customer trust index is designed as the trust level arising from the information sharing degree ...

Pergamon-Elsevier Science Ltd2013