An Ecosystem for Customer Experience Management

Antonio Cuadra-Sanchez, Mar Cutanda-Rodriguez, Andreas Aurelius, Kjell Brunnström, Jorge E. López de Vergara, Martín Varela, Jukka Pekka Laulajainen, Anderson Morais, Ana Cavalli, Abdelhamid Mellouk, Brice Augustin, Ismael Perez-Mateos

Research output: Chapter in Book/Report/Conference proceedingChapter or book articleProfessional

Abstract

This chapter proposes an ecosystem that allows the management of customer experience to guarantee the quality levels delivered to end users, which has been defined into the Eureka Celtic internet protocol network monitoring for quality of service intelligent support (IPNQSIS) project and is adapted for over-the-top (OTT) services inside the Eureka Celtic NOTTS project. The quality of experience (QoE) ecosystem lies on a customer experience architecture formed by data acquisition level, monitoring level and control level. The work proposed in this chapter settles the basis of next generation customer experience management (CEM) systems. It summarizes the CEM architecture proposed in the Celtic IPNQSIS project in order to face the challenge posed. The CEM is implemented in the business case of internet protocol television (IPTV), but its usage can be extended to other services as well. The chapter describes the individual components of the CEM: data sources, the monitoring system and the management system.

Original languageEnglish
Title of host publicationQuality of Experience Engineering for Customer Added Value Services
Subtitle of host publicationFrom Evaluation to Monitoring
PublisherWiley-Blackwell
Pages11-30
Number of pages20
Volume9781848216723
ISBN (Electronic)9781118984352
ISBN (Print)9781848216723
DOIs
Publication statusPublished - 30 Jun 2014
MoE publication typeNot Eligible

Keywords

  • Customer experience management (CEM) systems
  • Eureka Celtic IPNQSIS project
  • Eureka Celtic NOTTS project
  • Quality of experience (QoE) ecosystem

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    Cuadra-Sanchez, A., Cutanda-Rodriguez, M., Aurelius, A., Brunnström, K., López de Vergara, J. E., Varela, M., Laulajainen, J. P., Morais, A., Cavalli, A., Mellouk, A., Augustin, B., & Perez-Mateos, I. (2014). An Ecosystem for Customer Experience Management. In Quality of Experience Engineering for Customer Added Value Services: From Evaluation to Monitoring (Vol. 9781848216723, pp. 11-30). Wiley-Blackwell. https://doi.org/10.1002/9781118984352.ch2