Unleashing the Potentials of Quantum Probability Theory for Customer Experience Analytics

Abstract

In information systems research, the advantages of Customer Experience (CX) and its contribution to organizations are largely recognized. The CX analytics evaluate how customers perceive products, ranging from their functional usage to their cognitive states regarding the product, such as emotions, sentiment, and satisfaction. The most recent research in psychology reveals that cognition analytics research based on Classical Probability Theory (CPT) and statistical learning, which is used to evaluate people’s cognitive states, is limited due to their reliance on rational decision-making. However, the cognitive attitudes of customers are characterized by uncertainty and entanglement, resulting in irrational decision-making bias. What is captured by traditional CPT-based data science in the context of cognition aspects of CX analytics is only a small portion of what should be captured. Current CX analytics efforts fall far short of their full potential. In this paper, we set a novel research direction for CX analytics by Quantum Probability Theory (QPT). QPT-based analytics have been introduced recently in psychology research and reveal better cognition assessment under uncertainty, with a high level of irrational behavior. Adopting recent advances in the psychology domain, this paper develops a vision and sets a research agenda for expanding the application of CX analytics by QPT to overcome CPT shortcomings, identifies research areas that contribute to the vision, and proposes elements of a future research agenda. To stimulate debate and research QPT-CX analytics, we attempt a preliminary characterization of the novel method by introducing a QPT-based rich mathematical framework for CX cognitive modeling based on quantum superposition, Bloch sphere, and Hilbert space. We demonstrate the implementation of the QPT-CX model by the use case of customers’ emotional motivator assessments while implementing quantum vector space with a set of mathematical axioms for CX analytics. Finally, we outline the key advantages of quantum CX over classical by supporting theoretical proof for each key.