The power of emotions: Leveraging user generated content for customer experience management

Customer experience management (CEM) in the social media age finds itself needing to adapt to a rapidly changing digital environment and hence there is a need for innovative digital data analytical solutions. Drawing on an action case study of a large global automotive manufacturer, this study prese...

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Bibliographic Details
Main Authors: Martin Sykora, Suzanne Elayan, Ian Hodgkinson, Tom Jackson, Andrew West
Format: Default Article
Published: 2022
Subjects:
Customer experience management
Sentiment analysis
Social media
Emotion analytics
Bot automation
Online Access:https://hdl.handle.net/2134/19169765.v1
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