A Techno-Business Platform to Improve Customer Experience Following the Brand Crisis Recovery: A B2B Perspective.

A platform is a business model that allows business-to-business (B2B) participants to connect, interacts, create and exchange value. B2B exploits social media for brand building and branding is vulnerable to attacks, which leads to a brand crisis. B2B should characterise such crisis and respond proportionally to avert damage to social listening (SL). To diminish damages, the solution is to measure customer experience (CX), especially in a crisis situation. The study proposes an analytics-enabled customer experience (AeCX) platform for emotion detection in social media and measures CX after recovering from such crisis, by exploring recovery time objective (RTO), recovery point objective (RPO), techno-business features (TBF), SL and perceived risk (PR). A quantitative research methodology is used on primary data collected from 302 B2B participants. The study reveals improvement in CX and the results provide evidence that social media channels and the TBF of AeCX have become important.

The emerging role of cognitive computing in healthcare: A systematic literature review.

To assist medical professional in better treatment of diseases, and improve patient outcomes, healthcare has brought about a cognitive computing revolution. The cognitive computing system processes enormous amounts of data instantly to answer specific queries and makes customized intelligent recommendations. Cognitive computing in healthcare links the functioning of human and machines where computers and the human brain truly overlap to improve human decision-making. In regard to this convergence, this systematic literature review (SLR) provides comprehensive information of the prior research related to cognitive computing in healthcare. The SLR focused on methods, algorithms, applications, results, strengths, and limitation using different research articles collected from leading international databases using linear and citation chaining search. The main outcomes of the SLR include proposal on future research direction, challenges faced by researchers, capabilities and the impact of cognitive computing on healthcare outcome and a conceptual model, showcasing the better utilization of cognitive computing in healthcare domain. This study concludes with managerial implications, limitations and scope for future work.