Abstract
This paper looks at some of the advances in open standards for interfacing and interoperability and how they can be utilised to improve the customer experience when contacting suppliers, in particular, the use of XML/HTTP Web Services to improve the quality of the interaction. It describes in depth a solution developed by the authors to use Web Services to interface both within the enterprise and across the Internet with partners to enhance the BT ADSL pre-registration scheme.
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References
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Stevens, T., May, A. Improving Customer Experience Using Web Services. BT Technology Journal 22, 63–71 (2004). https://doi.org/10.1023/B:BTTJ.0000015496.47894.cb
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DOI: https://doi.org/10.1023/B:BTTJ.0000015496.47894.cb