Abstract
Nowadays, smart data has emerged as a new trend in creating more business value for enterprises that is defined as the data that is gathered and processed to create new insights to support business decisions. However, the transformation from data into actionable insights is still a real challenge for enterprises. For this reason, this paper presents a smart data transformation process, which aims at transforming customer data into smart customer data in order to offer actionable insights. The purpose of the study is to propose a transformation process that can be used to operate a knowledge structure for a smart service system, which can manage and deliver smart data as a service. The process covers the three dimensions of a service system: Data processing corresponding to the engineering dimension, information processing corresponding to the science dimension, and knowledge processing corresponding to the management dimension for knowledge processing. Accordingly, a case study on the smart data transformation process of a customer journey management system as a smart service system is presented to demonstrate the application of the proposed process.
Highlights
Smart data is emerging as a new source for service innovation [1], which is defined as the data gathered and processed to create new insights to support business decisions
This study aims at proposing a smart data transformation process; hereafter called the SDT process, based on the service science perspective to promote customer intelligence
Smart customer data can be applied to optimize customer journeys such as recognizing customer needs, requesting a product or service meeting their needs, and responding to the delivery of service and products [18]. Smart data such as smart customer data becomes a new source for generating actionable insights to create more business value for enterprises
Summary
Smart data is emerging as a new source for service innovation [1], which is defined as the data gathered and processed to create new insights to support business decisions. Smart data has emerged as a trend in creating more business value for enterprises. There is a need for a smart service system to handle the transformation from data into actionable insights. Focusing on the operations of the smart service system for supporting smart customer data, the paper proposes a smart data transformation process that can be used for operating a knowledge structure for a smart service system to promote customer intelligence [4]. The paper presents a smart data transformation process for transforming customer data into smart customer data in order to offer actionable insights and to deliver smart data as a service
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