Customer Experience Model for Customer Digital Twin

Sergey Kislyakov, ALEKSANDR SOTNIKOV, Vladimir Akishin
One of the most important components of a telecom operator’s digital twinis the customer’s digital twin. Building a customer’s digital twin is an extremelydifficult task, because a number of properties of a real customer are extremelydifficult to formalize and describe mathematically. We offer a model of the customer experience, which will become a part of the general customer model, complementing the behavioral aspect of a real customer. General model offuzzy cognitive maps was chosen as the mathematical basis for this model. Forthis study, we used data from two telecom operators. Based on these data, twomodels of fuzzy cognitive maps were developed.