A Framework for Improving Enterprise Services by Mining Customer Edge Data

The dynamic business nature of many organizations makes it necessary to sense and interpret the impact of external customer data on the business environment and the functioning of the enterprise. We present a framework for 1) capturing structure, patterns and trends and analyzing the latent ´voice of the customer´ from unstructured data and 2) intra-enterprise decisions that increase the value to the customer. Thus we demonstrate how an analysis of enterprise edge data using the proposed framework, helps discover and enhance customer value and respond accordingly. A proof of concept implementation using the developed - dasiaopinion mining toolpsila, is used to demonstrate how application of the framework helps improve certain business processes, and achieve the goals listed above, in a news organization.