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

Predictive user-based relocation through incentives in one-way car-sharing systems

Nikolaos Geroliminis, Patrick Stefan Adriaan Stokkink

Car-sharing systems are an attractive alternative to private vehicles due to their benefits in terms of mobility and sustainability. However, the distribution of vehicles throughout the network in one-way systems is disturbed due to asymmetry and stochasti ...

2021

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

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

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

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

Ambiance in Social Media Venues: Visual Cue Interpretation by Machines and Crowds

Daniel Gatica-Perez, Gülcan Can, Yassir Benkhedda

We study the perception of ambiance of places captured in social media images by both machines and crowdworkers. This task is challenging due to the subjective nature of the ambiance construct as well as the large variety in layout, style, and visual chara ...

IEEE2018

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

SLA: to Sign or Not to Sign

Gil Regev, Alain Wegmann, Gorica Tapandjieva Sekulovska

We present our experience of a three-week fieldwork in the form of a contextual inquiry with a service manager at the EPFL IT department. During these three weeks, we encounter a refusal of a user committee to sign a service-level agreement (SLA). We descr ...

CEUR Workshop Proceedings2016