Journal of Tourism & Hospitality
Open Access

Dr, Department of Statistics, Complutense University, Puerta de Hierro, 28040 Madrid, Spain

Publications

• Research Article   
  Managing Customers from the Perspective of Contact Centre
  Author(s): Gabriel Marín Díaz*
  
  What we know as customer experience has changed in recent decades and will continue to transform the way customers relate to brands. Evolving from unidirectional, product-based communication models to bidirectional models, where the customer becomes the center of any brand's strategy. Factors such as information processing and storage capacity, as well as the use of the Internet and mobile technologies have contributed to this process. This process is what has come to be known as the Fourth Industrial Revolution. More and more data are becoming available, and in any operational process in any industry, this data needs to be transformed into information with the main objective of being able to make appropriate decisions in real time. This is where Artificial Intelligence (AI) and Machine Learning (ML) models come into play. Regarding the customer relat.. View More»
  

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