Publications related to Customer relationship management

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

Enriching the Computational Toolbox for Organocatalysis

Simone Gallarati

Organocatalysis has evolved significantly over the last decades, becoming a pillar of synthetic chemistry, but traditional theoretical approaches based on quantum mechanical computations to investigate reaction mechanisms and provide rationalizations of ca ...

EPFL2023

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

Effective know-your-customer method for secure and trustworthy non-fungible tokens in media assets

Touradj Ebrahimi, Clément Sanh

Non-fungible tokens (NFTs) are becoming very popular in a large number of applications ranging from copyright protection to monetization of both physical and digital assets. It is however a fact that NFTs suffer from a large number of security issues that ...

SPIE-INT SOC OPTICAL ENGINEERING2022

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

Assortment optimization using an attraction model in an omnichannel environment

Ralf Seifert, Andrey Vasilyev, Sebastian Maier

Making assortment decisions is becoming an increasingly difficult task for many retailers worldwide as they implement omnichannel initiatives. Discrete choice modeling lies at the core of this challenge, yet existing models do not sufficiently account for ...

2023

Cost-Based Decision Support System: A Dynamic Cost Estimation of Key Performance Indicators in Manufacturing

Dimitrios Kyritsis, Foivos Psarommatis Giannakopoulos

An attempt is made to translate five generic key performance indicators (KPIs) into a continuous real-time cost function in a batch order-based manufacturing environment. The challenge of controlling and optimizing resource utilization, production efficien ...

IEEE-INST ELECTRICAL ELECTRONICS ENGINEERS INC2022

Optimization and equilibrium problems with discrete choice models

Stefano Bortolomiol

Many transportation markets are characterized by oligopolistic competition. In these markets customers, suppliers and regulators make decisions that are influenced by the preferences and the decisions of all other agents. In particular, capturing and under ...

EPFL2022

Leveraging insurance customer data to characterize socioeconomic indicators of Swiss municipalities

Claudia Rebeca Binder Signer, Emanuele Massaro

The availability of reliable socioeconomic data is critical for the design of urban policies and the implementation of location-based services; however, often, their temporal and geographical coverage remain scarce. We explore the potential for insurance c ...

2021

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

The Impact of Collaborative Scheduling and Routing for Interconnected Logistics: A European Case Study

Michel Bierlaire, Shadi Sharif Azadeh, Mohammad Yousef Maknoon, Jianghang Chen

Interconnected logistics system can play an important role towards having a more sustainable green freight transport. Recently, after introducing the concept of Physical Internet (PI), researchers have started to explore the opportunities and challenges th ...

Springer, Cham2021

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

Stream Solutes and Particulates Export Regimes: A New Framework to Optimize Their Monitoring

Camille Roland Marie Minaudo

The quantification of solute and sediment export from drainage basins is challenging. A large proportion of annual or decadal loads of most constituents is exported during relatively short periods of time, a “hot moment,” which vary between constituents an ...

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 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

Requirements Elicitation with a Service Canvas for Packaged Enterprise Systems

Gil Regev, Alain Wegmann, Blagovesta Hristova Kostova, Lucien Alexandre Etzlinger

We present a technique for eliciting requirements based on the use of a service canvas and the results of its application in the early phase of a customer relationship management integration project. The project was a collaboration between a research group ...

IEEE2019

Convolutional Relational Machine for Group Activity Recognition

Alexandre Massoud Alahi

We present an end-to-end deep Convolutional Neural Network called Convolutional Relational Machine (CRM) for recognizing group activities that utilizes the information in spatial relationsbetween individualpersons in image or video. It learns to produce an ...

IEEE2019

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

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

Einsatz von Nichtmarktstrategien durch oeffentliche Unternehmen gegenueber dem Staat : Untersuchung am Beispiel der Schweizerischen Post AG

Carole Juliane Isabelle Rentsch

Public enterprises operate in the area between the opposing poles of state and market. On the one hand they must meet a wide range of political expectations, and on the other they must fulfil commercial efficiency criteria. This dissertation addresses how ...

EPFL2017