Zoekresultaten

Business Customer eXperience Alignment Framework

From the article: Globalization and technological innovation has led to an increasing competition between telecommunication service providers and has eroded traditional product- and service-based differentiation. One way to gain a competitive advantage is to create distinctiveness by improving customer experience in such a manner that it leads to higher customer satisfaction and loyalty. One of the drivers to improve the customer experience is the service interface. To improve this service interface, organizations must get insight into their customer interaction process. The amount of data about customers and the service provider processes is increasing and becoming more readily available for analysis. Process mining is a technique to provide insight into these processes. In this paper, a framework is presented to improve the customer satisfaction by alignment of the business service delivery process and the customer experience by applying process mining.

Understanding Data Science, AI, and Their Distinctions

This video offers a concise exploration of the distinctions between Data Science, AI, Machine Learning, and Deep Learning. Starting with the foundational role of Data Science, it navigates through the various machine learning categories and touches upon the capabilities and constraints of Deep Learning. The discussion culminates in understanding the nuances of AI, differentiating between narrow and general AI. Through insightful examples, viewers are guided on selecting the right technique for specific projects, ensuring both clarity and cost-effectiveness in the realm of data science.

Sustainable Tourism 2040 : a manifesto

This manifesto describes the notion of sustainable development according to its basic appeal for economic, social and environmental value-creation, together with the implications of its meaning at the level of the individual (the manager), the organisation (the business) and society. As sustainable tourism is focused on the long term, foresight is used to develop four scenarios for a sustainable tourism industry in 2040: “back to the seventies”, “captured in fear”, “unique in the world”, and “shoulders to the wheel”. The implications of the scenarios are mapped for four distinct types of organisational DNA: the blue organisation focusing on quality, professionalism and efficiency, the red organisation for whom challenge, vision and change are most important, the yellow organisation addressing energy, optimism and growth, and the green organisation which is led by care, tradition and security. The manifest concludes with strategic propositions for tourism organisations in each of the four business types and each of the four scenarios.

When Methods Meet Motives: methodological pluralism in Social Work research

In Social Work research there is a strong debate on the distinctiveness and methodological quality, and how to address the dilemma of rigour and practice relevance. Given the nature of Social Work the field has developed a characteristic research culture that puts emphasis on giving voice to service users and disseminating research knowledge in practice, especially in a stream of so called practice-based research. However, there is no consensus on how to best contribute to the practice of Social Work through research and at the same time producing rigourous scientific outcomes, resulting in methodological pluralism. Studying the perceptions of Social Work researchers on their role, the aims and values of Social Work research and their research approach, provides insight into the methodological pluralism of Social Work research. Thirty-four professors specialising in practice-based Social Work research participated in a Q methodology study. Q methodology combines qualitative and quantitative methods. It helped reveal and describe divergent views as well as consensus. The analysis led to the identification of three differing viewpoints on Social Work research, which have been given the following denominators: The Substantiator, The Change Agent and The Enlightener. The viewpoints provide researchers in the field of Social Work with a framework in which they can position themselves in the methodological pluralism. Researchers state that the viewpoints are helpful in clarifying perspectives on good research, facilitate the discourse on methodological choices to further develop and strengthen Social Work research as a scientific discipline

Between hope and fear: Distinctiveness of media accountability online in The Netherlands

News media in The Netherlands show great variety in the extent and ways, in which they realize media accountability online in terms of actor transparency, product transparency and feedback opportunities online. It is suggested that even those news rooms that seem to adhere to transparency and public accountability still need to explore the functionality and application of media accountability instruments (MAI). Both in terms of potentials and pitfalls, news rooms need to consider about what they want to be transparent and in what ways. To the extent that online innovations are visible, traditional news media seem to experiment, as is the case with newsroom blogs or the project of hyper local journalism Dichtbij.nl, part of the Telegraaf Company. Various news media have on-going projects on audience participation, online applications and distribution models. However, since many projects merely aim at finding new applications, processes, platforms and business models, it remains to be seen assess whether projects are indeed reasonably innovative and feasible at the same time. The development of an online and therefore immediate, archived, personalized and interactive context, offers practical and ethical challenges to Dutch journalism. These challenges bring shifts in its role and responsibility to society. It means that changes occur in what journalists are accountable for, as well as ways in how they are accountable. The Dutch media landscape lodges various professional accountability instruments like the press council and both profession-wide and news media specific codes of ethics, but some of these instruments receive only moderate support. Proactive openness is more an exception than the rule and may well be a distinctive indicator for quality journalism. Although news media often acknowledge the importance of media accountability offline and online, they often lack the resources or courage to use them or have different priorities. This ambiguous position may indicate that in relation to media accountability online, Dutch news media are between hope and fear: that it will either improve their relationship with the public and fuel professional quality, or ask too much of resources with too little benefit.

From commoditization to distinctiveness: regional identity and the European Capital of Culture