Optimizing the digital customer journey—Improving user experience by exploiting emotions, personas and situations for individualized user interface adaptations

This paper discusses a novel approach for exploiting emotions and situation‐aware software adaptation methods for individualizing some of the touch points of the digital customer journey and thereby optimizing customer experience and effectiveness of e‐commerce applications. Our approach uses emotio...

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Bibliographic Details
Published in:Journal of consumer behaviour 2023-09, Vol.22 (5), p.1050-1061
Main Authors: Märtin, Christian, Bissinger, Bärbel Christine, Asta, Pietro
Format: Article
Language:English
Subjects:
Adaptation
Beauty
Consumer behavior
Effectiveness
Electronic commerce
Emotion recognition
Emotions
Eye movements
Health & beauty aids
Organizational effectiveness
Software
Tracking
Trade
User experience
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