Abstract
Customer experience management (CXM) denotes a set of practices, processes, and tools, that aim at personalizing a customer’s interactions with a company around the customer’s needs and desires [18]. Marketing specialists have been imagining context-aware CXM applications that exploit the IoT, AI, and cloud computing to provide rich and personalized customer experiences. However, there is no methodology to elicit/specify the requirements for such applications, nor domain level reusable components that can be leveraged to implement such applications. An e-commerce software vendor asked us to do just that, in a domain with a fragmented scientific literature, and with no portfolio of applications to draw upon. In this paper, we describe our domain engineering strategy, present the main elements of the technical approach, and discuss the main difficulties we faced in this domain engineering effort.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Alegre, U., Augusto, J.C., Clark, T.: Engineering context-aware systems and applications: a survey. J. Syst. Software 117, 53–83 (2016)
Azjen, I.: The theory of planned behavior. In: Organisational Behaviour and Human Decision Processes (1991)
Bagozzi, R.P., Gurhan-Canliu, Z., Priester, J.R.: The Social Psychology of Consumer Behavior. Open University Press (2007)
Bagozzi, R.P., Warshaw, P.R.: Trying to consume. J. Consumer Res. 17(2), 127–140 (1990)
Benzarti, I.: Un Cadre Logiciel de Développement Pour la Gestion de l’Expérience Client. Ph.D. thesis (2020)
Benzarti, I., Mili, H.: A development framework for customer experience management applications: principles and case study. In: 2017 IEEE 14th International Conference on e-Business Engineering (ICEBE), pp. 118–125. IEEE (2017)
Jiang, F., Berry, H., Schoenauer, M.: Supervised and evolutionary learning of echo state networks. In: Rudolph, G., Jansen, T., Beume, N., Lucas, S., Poloni, C. (eds.) PPSN 2008. LNCS, vol. 5199, pp. 215–224. Springer, Heidelberg (2008). https://doi.org/10.1007/978-3-540-87700-4_22
Bock, C., Zha, X., Suh, H.W., Lee, J.H.: Ontological Product Modeling for Collaborative Design, vol. 24, pp. 510–524. Elsevier (2010)
Cook, L.S., Bowen, D.E., Chase, R.B., Dasu, S., Stewart, D.M., Tansik, D.A.: Human issues in service design. J. Oper. Manag. 20(2), 159–174 (2002)
Dey, A.K., Abowd, G.D., Salber, D.: A conceptual framework and a toolkit for supporting the rapid prototyping of context-aware applications. Hum. Comput. Interact. 16, 2–3 (2001)
Gruber, T.: Ontologies, web 2.0 and beyond (2007)
Lee, J.H., et al.: A semantic product modeling framework and its application to behavior evaluation. IEEE Trans. Autom. Sci. Eng. 9(1), 110–123 (2011)
Mili, H., et al.: Context aware customer experience management: a development framework based on ontologies and computational intelligence. In: Pedrycz, W., Chen, S.-M. (eds.) Sentiment Analysis and Ontology Engineering. SCI, vol. 639, pp. 273–311. Springer, Cham (2016). https://doi.org/10.1007/978-3-319-30319-2_12
Motahari-Nezhad, H.R., Swenson, K.D.: Adaptive case management: overview and research challenges. In: 2013 IEEE 15th Conference on Business Informatics, pp. 264–269. IEEE (2013)
Object Management Group: Case Management Model and Notation (2013)
Perera, C., Zaslavsky, A., Christen, P., Georgakopoulos, D.: Context aware computing for the internet of things: a survey. In: IEEE Communications Surveys and Tutorials (2014)
Preuveneers, D., Novais, P.: A survey of software engineering best practices for the development of smart applications in ambient intelligence. J. Ambit. Intell. Smart Env. 4(3), 149–162 (2012)
Walker, B.: The emergence of customer experience management solutions. For eBusiness & Channel Strategy Professionals (2011)
Zomerdijk, L.G., Voss, C.A.: Service design for experience-centric services. J. Serv. Res. 13(1), 67–82 (2010)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2020 Springer Nature Switzerland AG
About this paper
Cite this paper
Benzarti, I., Mili, H., Leshob, A. (2020). CxDev: A Case Study in Domain Engineering for Customer eXperience Management. In: Ben Sassi, S., Ducasse, S., Mili, H. (eds) Reuse in Emerging Software Engineering Practices. ICSR 2020. Lecture Notes in Computer Science(), vol 12541. Springer, Cham. https://doi.org/10.1007/978-3-030-64694-3_7
Download citation
DOI: https://doi.org/10.1007/978-3-030-64694-3_7
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-64693-6
Online ISBN: 978-3-030-64694-3
eBook Packages: Computer ScienceComputer Science (R0)