A Multi-Layer Dynamic Model for Customer Experience Analytics. - Sining Chen; Tin Kam Ho; Avinash Vyas; Jin Cao; Jeffrey Spiess (Bell Labs Tech. J., 2014)

Using Big Data to Improve Customer Experience and Business Performance. - Jeffrey Spiess; Yves T'Joens; Raluca Dragnea; Peter Spencer; Laurent Philippart (Bell Labs Tech. J., 2014)