Introduction

Abstract

Customer experience is a very robust element in the strategic arsenal of a company. While product innovation is important, it is also becoming more challenging to implement due to greater information flow and a much larger pool of creative talent throughout the world. However, a company that provides easy, reliable customer service is a tough competitor. A company with great customer experience has a very defensible strategy that is difficult to challenge. There is still much to be learned about effective and powerful ways to improve customer experience. The recommender system provides some powerful insights into how this can be done.