{"id":"https://openalex.org/W2003394782","doi":"https://doi.org/10.1145/1753846.1754193","title":"Using \"rapid experimentation\" to inform customer service experience design","display_name":"Using \"rapid experimentation\" to inform customer service experience design","publication_year":2010,"publication_date":"2010-04-10","ids":{"openalex":"https://openalex.org/W2003394782","doi":"https://doi.org/10.1145/1753846.1754193","mag":"2003394782"},"language":"en","primary_location":{"id":"doi:10.1145/1753846.1754193","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1753846.1754193","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"CHI '10 Extended Abstracts on Human Factors in Computing Systems","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5047474565","display_name":"Soni Meckem","orcid":null},"institutions":[{"id":"https://openalex.org/I151281966","display_name":"Cisco Systems (China)","ror":"https://ror.org/02qy75381","country_code":"CN","type":"company","lineage":["https://openalex.org/I135428043","https://openalex.org/I151281966"]},{"id":"https://openalex.org/I135428043","display_name":"Cisco Systems (United States)","ror":"https://ror.org/03yt1ez60","country_code":"US","type":"company","lineage":["https://openalex.org/I135428043"]}],"countries":["CN","US"],"is_corresponding":true,"raw_author_name":"Soni Meckem","raw_affiliation_strings":["Cisco Systems, Inc., San Jose, CA, USA","Cisco Systems, Inc., San Jose, CA , USA"],"affiliations":[{"raw_affiliation_string":"Cisco Systems, Inc., San Jose, CA, USA","institution_ids":["https://openalex.org/I135428043"]},{"raw_affiliation_string":"Cisco Systems, Inc., San Jose, CA , USA","institution_ids":["https://openalex.org/I151281966"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5103731468","display_name":"Jennifer L. Carlson","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Jennifer Lee Carlson","raw_affiliation_strings":["Tec-Ed Inc., Cupertino, CA, USA"],"affiliations":[{"raw_affiliation_string":"Tec-Ed Inc., Cupertino, CA, USA","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5047474565"],"corresponding_institution_ids":["https://openalex.org/I135428043","https://openalex.org/I151281966"],"apc_list":null,"apc_paid":null,"fwci":0.9337,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.83991891,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"4553","last_page":"4566"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9817000031471252,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9817000031471252,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13777","display_name":"Cognitive and psychological constructs research","score":0.9708999991416931,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9646000266075134,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.690713107585907},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6748610138893127},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5505710244178772},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.4881671071052551},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.42796722054481506},{"id":"https://openalex.org/keywords/customer-experience","display_name":"Customer experience","score":0.4249325394630432},{"id":"https://openalex.org/keywords/user-centered-design","display_name":"User-centered design","score":0.41469305753707886},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3744184970855713},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.2671286165714264},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.21720954775810242},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1773797869682312},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.1116967499256134},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.1007949709892273}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.690713107585907},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6748610138893127},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5505710244178772},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4881671071052551},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.42796722054481506},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.4249325394630432},{"id":"https://openalex.org/C161772715","wikidata":"https://www.wikidata.org/wiki/Q1136996","display_name":"User-centered design","level":2,"score":0.41469305753707886},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3744184970855713},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.2671286165714264},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.21720954775810242},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1773797869682312},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.1116967499256134},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1007949709892273}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/1753846.1754193","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1753846.1754193","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"CHI '10 Extended Abstracts on Human Factors in Computing Systems","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.5699999928474426,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320307791","display_name":"Cisco Systems","ror":"https://ror.org/03yt1ez60"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":7,"referenced_works":["https://openalex.org/W48202622","https://openalex.org/W89544911","https://openalex.org/W623823934","https://openalex.org/W1505713965","https://openalex.org/W1512902557","https://openalex.org/W2062009086","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W1972897372","https://openalex.org/W2016114148","https://openalex.org/W2098579733","https://openalex.org/W4390893294","https://openalex.org/W4389898420","https://openalex.org/W2733403438","https://openalex.org/W4385957867","https://openalex.org/W4396743797","https://openalex.org/W4385951032","https://openalex.org/W4402475675"],"abstract_inverted_index":{"This":[0,58],"case":[1,34],"study":[2,35],"describes":[3],"how":[4],"Cisco":[5,51],"followed":[6],"a":[7,20,40,54],"\"Rapid":[8],"Experimentation\"":[9],"methodology":[10],"in":[11,32],"conducting":[12],"iterative,":[13],"high":[14],"velocity":[15],"pilot":[16],"studies":[17],"to":[18,45,64],"inform":[19],"large":[21],"global":[22],"customer":[23,80],"service":[24,56,76],"experience":[25],"design":[26,38],"project.":[27],"The":[28],"research":[29],"findings":[30],"described":[31],"this":[33],"informed":[36],"the":[37,100],"of":[39,67,72,75,88],"better":[41],"mechanism":[42],"for":[43,102],"customers":[44],"select":[46],"their":[47],"expected":[48],"outcomes,":[49],"so":[50],"can":[52],"provide":[53],"personalized":[55],"experience.":[57],"improved":[59],"accuracy":[60],"moves":[61],"us":[62],"closer":[63],"our":[65,86],"goal":[66],"eliminating":[68],"at":[69,93],"least":[70,94],"5%":[71],"all":[73],"re-routing":[74],"requests.":[77],"In":[78],"addition,":[79],"satisfaction":[81],"improves":[82],"as":[83],"we":[84],"approach":[85],"target":[87],"reducing":[89],"average":[90],"Time-To-Resolution":[91],"by":[92],"5%,":[95],"which":[96],"also":[97],"saves":[98],"on":[99],"Cost-Per-Call":[101],"Cisco.":[103]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":2},{"year":2012,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
