CUSTOMER EXPERIENCE MANAGEMENT FOR AN ORGANIZATION
First Claim
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.
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Abstract
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.
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Citations
20 Claims
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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:
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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. - View Dependent Claims (2, 3, 4, 5, 6)
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7. At a computer system, the computer system including system memory, one or more processors, and a database, a method for determining customer recommendations based on customer events associated with an organization, the method comprising:
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accessing customer data from the database, the customer data representing individual events for one or more customers of a customer base; the processor formulating analysis results by analyzing the accessed data using one or more of;
a customer experience index, data mining, and ad hoc queries;the processor generating trend data for a plurality of different segments of the customer base from the analysis results, the customer base segmented using a multi-variable algorithm based on the values for a plurality of different variables provided to the multi-variable algorithm; providing a recommendation for at least one customer based on individual events and trend data for the at least one customer, the at least one customer selected from among the one or more customers of the customer base; and storing the recommendation in the database. - View Dependent Claims (8, 9, 10, 11, 12, 13, 14)
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15. A customer experience management (CEM) system for an organization, the customer experience management (CEM) comprising:
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one or more processors; system memory; a distributed database; a customer activity event module; an event processing rules engine; wherein the customer activity event module is configured to; access customer data from one or more inputs; concentrate the customer data into one or more relevant customer events; and send the one or more relevant events to the event processing rules engine; and store the one or more relevant events to the distributed database; wherein the event processing rules engine is configured to; receive the one or more relevant events from the customer activity event module; formulate one or more synthetic events from the one or more relevant events; derive an intelligent reward for at least one customer based on the one or more relevant events; and store the one or more synthetic events and the intelligent reward in the distributed database; - View Dependent Claims (16, 17, 18, 19, 20)
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Specification