CUSTOMER EXPERIENCE MANAGEMENT FOR AN ORGANIZATION

摘要

The present invention extends to methods, systems, and computer program products for customer experience management for an organization. Embodiments of the invention can be used to monitor and analyze customer activity. From larger volumes of data, data can be concentrated to identify events with higher relevance to customer or guest experiences with the organization. Data can be correlated with customer or guest experiences to provide more personalized experiences in the future. Embodiments include event processing rules. Event processing rules can be used to provide more intelligent rewards to customers or guests. Event processing rules can also be used to synthesize other events. Embodiments can apply data analytics at a range of organizational levels (e.g., operator to management level) to improve customer or guest experiences. Embodiments can provide visualizations to an organization to present correlated trend data about customers or guests.

主权项

1. At a computer system, the computer system including system memory, one or more processors, and a database, a method for determining a customer reward, the method comprising:
accessing customer data from one or more customer inputs; concentrating the customer data into one or more relevant customer events; the processor formulating one or more synthetic events from the one or more relevant events; the processor deriving an intelligent reward for at least one customer based on the one or more relevant events; and storing the one or more synthetic events and the intelligent reward in the database.