Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 1 of 1
Full-Text Articles in Business
Novel Technologies And Their Effect On The Customer Journey: Customers' Sentiment With Tesla App, Andrew Jaymes
Novel Technologies And Their Effect On The Customer Journey: Customers' Sentiment With Tesla App, Andrew Jaymes
Electronic Theses, Projects, and Dissertations
This culminating experience project explores how novel technologies, such as artificial intelligence (AI), the Internet of Things (IoT), and virtual and augmented reality (VR/AR), impact customer experience. The customer journey framework was used to analyze customers' responses to interactions with novel Technologies integrated into Tesla electric vehicles. After gathering customer response data from the Tesla Motors subreddit page, we were able to score customer experiences with the Tesla app, over-the-air software updates, and full self-driving features, using the NRC sentiment lexicon. Our results showed customers tended to express more positive sentiments than negative sentiments when describing their experiences with these …