2020年11月13日星期五

APCSC & HKUST International CXO Forum

 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”.

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