Asia
Pacific Customer Service Consortium (APCSC) and Hong Kong University of Science
and Technology (HKUST) co-organized International CXO Forum with the theme
named “Game Changers: Big Data, Hong Kong Customer Relationship Excellence (HKCRE)
Index, Customer Value Creation” on 13rd Nov 2020.
Prof.
Fugee Tsung (Chair Professor, Department of Industrial Engineering and Decision
Analytics, Hong Kong University of Science and Technology) was the first
speaker and his topic entitled “The Big-Data Driven Customer Satisfaction Index
with Text Mining and Data Fusion”.
Firstly,
he overviewed the Big-data-driven Customer Satisfaction Index (CSI) for Hong
Kong which employed the avaverage sentiment score of all related online reviews,
calculated by BERT (sentiment analysis techniques) and converted the sentimental
data from (0,1) to range (0, 100).
Then
he demonstrated a large online dataset from different platform such as
TripAdvisor, Openrice, DiscussHK and LIHKG, etc. The design of questionnaires for aviation
industry, tourist industry, telecom industry, insurance industry, E-commerce industry
and banking industry, etc. Survey period was from Jun 2020 to present.
After
that he briefed the insurance industry analysis and built a model to measure
Customer Expectation, Perceived Quality, Perceived Value, Loyalty and Customer
Satisfaction. Then he demonstrated the insurance industry analysis using big
data.
Finally,
Prof. Fugee Tsung showed the statistics about Covid-19 impact to different
sectors.
Prof.
Lei Chen (Department of Computer Science & Engineering; Director of HKUST
Big Data Institute) was the second speaker and his presentation title was “Improving
Customer Satisfaction Index with Big Data”.
Firstly,
he introduced the background of Customer Satisfaction Index (CSI) such as ASCI (America),
ECSI (Europe), JCSI (Japan), CSISG (Singapore) and UKCSI (UK), etc.
And
then he discussed the online Big Data and its technology included Automatic
Knowledge Discovery and Trained Model for Specific Tasks. It could enance survey
data with online data, discovered new topics and collected public opinion for
analysis.
Prof.
Chen also explained how NLP model to be trained for online data. Finally, he
expected we could do more on discovering important aspects when customers
talking about a specific company / product, common reasons of choosing or not
choosing a company, as well as, analyzed customer opinions based on their
age/gender/location … etc.
The
third speaker was Mr. Mike Mi (China Council for International Investment
Promotion Secretariat, ICCPC) and his discussion on the topic of “Technology
Enables Customer Experience”.
The
last speaker was Mr. Gregory Au-Yeung (Senior Advisor, Fudan University) and
his discussion topic named “Customer Value Creation through AI & Data”.
沒有留言:
發佈留言