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Publicação
Best European Customer Experience (BECX) BI Systems in Public Administration: Develop and improve the dashboards used to present BECX results
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Autores
Orientador(es)
Resumo(s)
The purpose of this project is build and improve dashboards related to customer experience data (CX) in Public Administration. CX is crucial for organization’s success in today's competitive market because it directly influences user’s satisfaction, loyalty and overall organization’s performance. In the context of public administration, a positive user's experience increases citizen’s satisfaction and trust in government institutions. Keep monitoring and improving this experience make the institutions improve the quality and efficiency of services. To measure that performance, dashboards are an increasingly used tool to visualize customer experience (CX) data however they should be well designed according to the rules and techniques of data
visualization. It is also important that dashboards fill the needs of different stakeholders who will extract
insights and improve the customer-company relationship, for instance marketing or Quality Insurance departments. In this away, it is expected that the results can be presented more clearly and can drive better
decision-making and strategies that are more focused on customers.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Business Intelligence
Palavras-chave
Data visualization BECX Customer experience Dashboard design Performance measurement Decision-making SDG 4 - Quality education SDG 9 - Industry, innovation and infrastructure