Abstract:Customer experience (CX) focuses on customer feedback. CX is a holistic construct which contains different perceptual elements such as satisfaction and loyalty, but also emotions or personality. Customers share their opinions, which contain these elements also in textual expressions through different channels, known in research as Voice of Customer (VoC). Currently, VoC is collected mainly in customer surveys and manually evaluated, or through simple quantitative measurement from data scattered in various syst… Show more
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