Date of Award

12-2022

Document Type

Project

Degree Name

Master of Science in Information Systems and Technology

Department

Information and Decision Sciences

First Reader/Committee Chair

Shayo, Conrad

Abstract

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 digital touchpoints. As well as use more words associated with trust and anticipation compared to other emotions. Our findings led us to believe that the features using novel technologies in Tesla’s electric vehicles are disruptive since they alter the traditional customer journey in a manner that makes using the product easier and more enjoyable.

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