Evaluation of customer experience and behaviour: a literature review

Abstract

This article presents a review of the literature from the last 5 years in research related to methods they have used to evaluate the Customer eXperience. Following the area of computer science, we observe how different works have integrated artificial intelligence or physiological signals to evaluate the emotional state or perceptions of a customer. However, most of these works are very oriented towards a single channel of communication. Models and evaluation methods have also been implemented, where the interest of researchers in deepening the customer experience from different disciplines can be observed.