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Customer Experience Analytics in Insurance: Trajectory, Service Interaction and Contextual Data

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Information Technology and Systems (ICITS 2019)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 918))

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Abstract

The insurance market and particularly French Health-Insurers are affected by changes. That require from traditional actors to transform their Customer Experience management. Our paper, which relies on the third French mutual health-insurer, explores Customer Experience Analytics issues. We observed these issues throughout workshops focused on designing Customer Experience. Our observations show analytics based on Customer Journey Application which make use of decontextualized interactions. We approach the fact these analytics must apply the concept of trajectory as primary focus for user engagement. In order to articulate information system and human activity trajectories, we develop the “Contextualizing Artifact”. It is grounded on the Context-System-Trajectory theory (CST). That new theory is mandatory to grasp Customer Experience beyond its marketing dimension. As first step of our artifact development we explain how to improve Customer Journey application with a combination of contextual dataset and classification techniques. This proposal relies on Service Interaction pattern (NISPARO) and provides new qualitative analytics.

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Author information

Authors and Affiliations

  1. Tech-CICO Team, Université de Technologie de Troyes (UTT), 10300, Troyes, France

    Gilles Beaudon & Eddie Soulier

Authors
  1. Gilles Beaudon
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  2. Eddie Soulier
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Corresponding author

Correspondence to Gilles Beaudon .

Editor information

Editors and Affiliations

  1. DEI/FCT, Universidade de Coimbra, Coimbra, Portugal

    Álvaro Rocha

  2. Facultad de Geografía, Universidad de Santiago de Compostela, Santiago Compostela, La Coruña, Spain

    Carlos Ferrás

  3. Departamento de Eléctrica, Electrónica y Telecomunicaciones, Universidad de las Fuerzas Armadas “ESPE”, Sangolqui, Ecuador

    Manolo Paredes

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Beaudon, G., Soulier, E. (2019). Customer Experience Analytics in Insurance: Trajectory, Service Interaction and Contextual Data. In: Rocha, Á., Ferrás, C., Paredes, M. (eds) Information Technology and Systems. ICITS 2019. Advances in Intelligent Systems and Computing, vol 918. Springer, Cham. https://doi.org/10.1007/978-3-030-11890-7_19

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