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The Study on CEM in an Innovation Perspective: The Less the Better
Yang Hongyu *,Yang Tongji
College of Business Administration Liaoning Technical University
*Correspondence author
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Funding: none
Opened online:11 March 2010
Accepted by: none
Citation: Yang Hongyu,Yang Tongji.The Study on CEM in an Innovation Perspective: The Less the Better[OL]. [11 March 2010] http://en.paper.edu.cn/en_releasepaper/content/40614
 
 
The current paper argues that information technology can bring a different and unique customer experience to the masses through the creation of an Electronic Personal Shopping Assistant (or e-PSA) service. The paper presents an architecture of the e-PSA service, explains what its business value is, discusses its feasibility, and describes what needs to be done to make it a successful service. Organizations will gain competitive advantages by offering improved, great, and less but accurate customer experience differentiates them from competitors.
Keywords:Customer Experience;Personal Shopping Assistant;Competitive Advantage
 
 
 

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