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Publications
 

Publications

Listed below are selected publications written by the researchers at the Omni-Channel Lab.

Besides peer-reviewed articles listed below, also practical publications have been published. These are

  • Kraume, Matzner, Stierle (2019):  Robotic Process Automation und Process Mining - Herausforderungen und Chancen
  • Kraume, Voormanns, Zhong (2019): How a Global Customer Service Leader is Using a Reference Model to Structure Its Transformation While Remaining Fast and Agile

2018

 


This publication in CRIS Full text


This publication in CRIS

2017

 


This publication in CRIS DOI

2014

 


This publication in CRIS Full text

  • About Us

    The ERCIS Omni-Channel Lab, at the University of Münster, is a partnership between ERCIS and Arvato CRM Solutions.  The Lab combines the academic research and teaching activities of ERCIS and Arvato’s practical experience of delivering tech-enabled Omni-Channel CRM solutions from 110 global locations for many of the world’s best-known brands. Its areas of investigation focus around ‘Processes’, ‘Data’ and ‘Analytics’. The ERCIS network, is an international and inter-disciplinary network of universities and individual researchers in the field of Information Systems. Close collaboration with industry, in terms of an Advisory Board, ensures the practical relevance of ERCIS research and delivers inspiration for innovative research ideas.  For more information, including publications, please go to www.ercis.org

  • Partners

    The ERCIS - as an interdisciplinary network of researches in the field of Information Systems - takes a holistic view on the interplay of customer data, channel options, and related processes. It also considers the technical infrastructure in terms of "Big Data" as well as the preparation and analysis of customer-specific data. Advanced analytics gives channel-specific insights into customer behaviour, enables a comprehensive segmentation of customers and interaction in the relevant channels.

    Arvato CRM Solutions is a leading global provider of omni-channel CRM. With its tech-enabled omni-channel platform and more than 40.000 skilled customer service representatives in > 100 sites in > 20 countries it operates, manages and transforms strategic customer interactions in multiple verticals as HighTech, Banking, Financial Services, Insurances and Healthcare. It provides an excellent base for practice oriented research. The cooperative development of innovative, relevant concepts, algorithms, and solutions is supported by application of state of the art methodologies like design thinking or agile development methods. Arvato CRM Solutions is part of the international service provider Arvato that belongs to Bertelsmann.

  • Conferences

    List of Conferences

Contact

ERCIS Omni-channel lab - powered by Arvato

Leonardo-Campus 3
48149 Münster
Germany

omni-channel@ercis.de
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