Customer Experience Management for Smart Commerce Based on Cognitive Maps

Abstract

A huge amount of internet connected devices affect people‘s day-to-day lives. People now try to find a way to operate all the devices they have in the most efficient way. Cognitive maps are used as models for problem analysis on a strategic level in enterprise. In this paper a Web of Service concept is defined and a further business model of a Social Web of Service-based company is suggested. We also developed a mathematical model of customer experience based on cognitive maps which should further be applied to the proposed business model which should improve customer experience management in enterprise.