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In old days, most of the enterprise collect their customer experience by using questionnaire. However, with the emergence of IT technology, many new way/methodology could enhance your customer's experience. In this paper, we focus on the topic of how to well utilize technologies nowadays to improve user experience. We propose service experience modeling for call center and online web sites, and leveraging Near Field Communication (NFC) and Location Based Service (LBS) in people daily life. We also present a demonstration that fully describes how these technologies be used to improve user's satisfaction.
Date of Conference: 25-27 May 2011