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Seminars for the Winter Semester 2016/17

One of the key aspects of the Omni-Channel Lab is its active teaching role at the University of Münster. In the winter semester 2016/17, the Lab will offer seminars as part of the Bachelors and Masters programs, allowing students to engage with topics related to Omni-Channel CRM.

The project seminar in the Bachelor's program will enable eight students to assess different contact center software solutions. They will assess the general workflow and capabilities of the tools with regard to Omni-Channel CRM. The project started in October 2016, and the results will be presented by February 2017.

The seminar in the Master's program comprises six students focusing on stream clustering algorithms, which find patterns in a constant stream of new examples.  Each student will explore, implement and evaluate one stream clustering algorithm.

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Founding of the Omni-Channel Lab

Founding of the lab
Founding of the lab

Arvato CRM Solutions (Arvato), the global customer relationship management company, has partnered with the European Research Center for Information Systems (ERCIS) at the University of Münster, to create the ERCIS Omni-Channel Lab.

The new Lab combines ERCIS’s established academic research network and teaching facilities with Arvato’s practical expertise of handling 1.7 million Omni-Channel interactions every day for many of the world’s best-known brands. This means that it is perfectly placed to research innovative solutions and new concepts for Omni-Channel communication challenges.

The Lab’s investigations focus around ‘Processes’, ‘Data’ and ‘Analytics’, combining three key areas of expertise:

  • The chair for Information Systems and Information Management (Prof. Dr. Dr. h.c. Dr. h.c. Jörg Becker)
  • The Databases and Information Systems Group (Prof. Dr. Gottfried Vossen)
  • The chair for Information Systems and Statistics (Prof. Dr. Heike Trautmann)

Following an inaugural workshop in Norway attended by more than 30 academics from across Europe, research is already underway to explore Market Segmentation, establish an Omni-Channel Reference Model, evaluate the business value of Omni-Channel CRM, establish a Regulation Framework, and to design a Data Architecture for Omni-Channel CRM strategies.