Customer Experience

Customer experience (CX) research focuses on understanding and improving how customers interact with businesses, aiming to enhance satisfaction and loyalty. Current research emphasizes leveraging machine learning, particularly deep learning models like autoencoders, transformers, and XGBoost, to analyze diverse customer data (e.g., transactional, visual, textual) for personalized recommendations, efficient service routing, and predictive modeling of customer behavior. These advancements enable data-driven improvements in various applications, such as targeted marketing, optimized resource allocation in call centers, and the development of more effective complaint management systems, ultimately impacting business profitability and customer retention.