Practical work # 1.

Review and analysis of the subject area of research (development)

Penalty:
1) cheat/plagiarism = 0
2) After deadline = 0
3) Upload several documents for every task =0 (need to collect all answers in order in
1 .doc/.docx)
4) Upload different extensions (except for .doc/.docx) =0
5) Do not change the title of the document according to the example:
Name_surname_groupnumber_lab1.doc/docx -50%
6) Completed only – 1 sentence
7) No defense = 0
8) No explanation with justification = 0
9) choose unrepeatable topic from lists in the end, improve it
10) submit – in Teams

Aim of the work: to review the subject area of the research, make a comparative
analysis of 10 analogs and draw conclusions.

Task 1. Develop a Research Proposal.

Objective: Create a comprehensive plan for a research project. Choose topic from lists and
improve it.
Include a clear research question or problem statement, aim, novelty, relevance, tasks,
object of research, hypotheses, objectives, methodology, expected outcomes. The proposal should
also outline the significance of the study and potential implications. Use statistical
evidence/facts/laws/government program etc.
Start with a broad problem statement provided by the instructor or choose a relevant
problem from your field.
Narrow down the problem to specific research questions.
Formulate hypotheses that can be tested through research.
Justify the importance and relevance of these research questions/topic.
Describe other additional aspects.

Task 2. Comparison analysis

Create tables for technical characteristics, non-technical characteristics, functional
characteristics, non-functional characteristics of own project/idea and analogue, write
explanation of every table, give summary. Comparison analysis must be with min.5 foreign
countries solutions and min. 5 Kazakhstan solutions, if no in KZ totally must min. in foreign
countries and finally fully describe it. Come up with other type of table.
Choose other additional Methods of theoretical research and fully describe it with
comprehensive examples.

Methodical instructions
Comparison - establishing the similarities and differences between objects and
phenomena. The comparison method will be fruitful if the following
requirements are met:
- only such phenomena can be compared between which a certain objective commonality
can exist;
- comparison should be carried out according to the most important, essential (in terms
of a specific task) signs.

Example
Analysis of technical characteristics of web browsers
 The tables below show the comparative data and specifications of the major web browsers.
For more detailed information, you need to look in the articles for each browser separately.

Table - Technical characteristics of web browsers

Manufacturer

Current core
The date of

versions
the first

License
release
public

Latest
Name

Paid
Google Google November 27.0.1453.110 m Free-to- Proprietary Blink
Chrome 2008 pay
Internet Microsoft August 10.0 Windo Proprietary Trident
Explorer Spyglass, Inc. 1995 5.2.3 (Mac) ws (Win)
compo Tasman
n (Mac)
ent
Mozilla September 19.0.1 Free-to- MPL / LGPL / Gecko
Firefox 2002 pay GPL
Netscape Netscape October 9.0.0.6 Free-to- NPL Gecko
Navigator Communicati 1994 pay
ons, Mozilla
Foundation (с
2000),
Mercurial
Communicati
ons (с 2004)
Opera Opera September 12.414 Free-to- Proprietary Presto;
Software 1996 pay WebKit,
начиная
с 14 [3]
Safari Apple June 11, 5.1.2 Part of Proprietary, WebKit
2007 Mac OS LGPL
X
Table - Functional characteristics of web browsers

magnification
Spellchecking
Search panel

Proportional
Download

Blocking
manager

Phishing
banners

blocker
Pop-up
Insets
Name

filter
Google Yes Yes Yes Yes Yes Yes
Yes Extension
Chrome
Yes Yes Yes Yes Yes Yes Yes
Internet
(from 7th Yes
Explorer
version)
Mozilla Yes Yes Yes Yes Yes Yes Yes
Extension
Firefox
Netscape Yes Yes Yes Yes Not
No No No
Navigator known
Opera Yes Yes Yes Yes Yes Yes Yes Yes
Safari Yes Yes Yes Yes Yes Yes Yes Yes

All browsers featured in this study had one goal: to display web pages faster than others while
providing the greatest functionality and data security.
Depending on the priorities, the three browsers can be arranged as follows:
If high speed of the browser is important, then the choice → Google Chrome.
Maximum functionality → then Mozilla Firefox.
Highest protection level → Internet Explorer.

Task 3. Control questions

1. How are stakeholder requirements analyzed?

2. What is the analysis used for?
3. What is the advantage of the comparison method?
4. What is the comparison method used for?
5. What are the disadvantages of the comparison method?

Examples of Topics:

1. Implementation of Cloud-Based Information Systems in Small Businesses

2. Blockchain Technology for Secure Information Systems
3. Data Privacy and Security in Information Systems
4. AI and Machine Learning in Enhancing Business Information Systems
5. Big Data Analytics for Decision-Making in Organizations
6. Cybersecurity Threats and Protection Strategies for Information Systems
7. Internet of Things (IoT) and Its Impact on Information Systems
8. The Role of Information Systems in Healthcare Management
9. Integration of Information Systems with Supply Chain Management
10. Developing Effective Information Systems for E-commerce
11. The Future of Smart Cities and Information Systems
12. Data Warehousing Techniques and Applications
13. Information Systems for Disaster Recovery and Business Continuity
14. Automated Information Systems for Financial Management
15. Social Media Analytics and Its Role in Business Information Systems
16. The Role of Information Systems in Enhancing Educational Technologies
17. Information Systems for Customer Experience Management
18. Predictive Analytics and Its Applications in Information Systems
19. Information Systems in the Context of Smart Manufacturing
20. Evaluating the Performance of ERP Systems in Large Enterprises
21. Information Systems for Real-Time Data Processing and Analysis
 22. Development of Information Systems for Remote Work
23. Ethical Hacking and Its Role in Information Systems Security
24. Information Systems in Supporting Non-Profit Organizations
25. Virtual Reality (VR) and Augmented Reality (AR) in Information Systems
26. Information Systems for Managing Healthcare Records
27. The Role of Data Governance in Information Systems
28. Development of Custom Software Solutions for Specific Business Needs
29. The Integration of Artificial Intelligence in Information Systems
30. Information Systems and the Internet of Medical Things (IoMT)
31. Predictive Maintenance Systems Using Information Technology
32. Information Systems in Enhancing Supply Chain Visibility
33. The Use of Augmented Analytics in Business Information Systems
34. Information Systems for Managing Employee Performance
35. Assessing the Impact of Information Systems on Corporate Strategy
36. Digital Identity Management Systems and Their Importance
37. Role of Information Systems in Promoting Sustainable Practices
38. Evaluation of Decision Support Systems in Business Environments
39. Designing Scalable Information Systems for Growing Businesses
40. Leveraging Data Analytics for Competitive Advantage in Information Systems
41. The Influence of Mobile Technologies on Information Systems Design
42. Information Systems for Enhancing Public Sector Efficiency
43. The Application of Natural Language Processing in Information Systems
44. Assessing the ROI of Information Systems Investments
45. Information Systems for Real-Time Financial Monitoring
46. The Role of Information Systems in Facilitating Remote Healthcare
47. Integrating AI Chatbots into Business Information Systems
48. Information Systems for Effective Project Management
49. The Use of Gamification in Information Systems Design
50. Data Integrity and Quality Assurance in Information Systems
51. Information Systems for Enhancing Product Lifecycle Management
52. Exploring the Impact of Quantum Computing on Information Systems
53. The Role of Information Systems in Smart Grid Technologies
54. Information Systems for Advanced Customer Segmentation
55. Developing Secure Payment Systems for E-commerce Platforms
56. The Impact of Virtual Work Environments on Information Systems Design
57. Data Visualization Tools and Their Applications in Business Information Systems
58. Information Systems for Managing Intellectual Property
59. Exploring the Use of Biometric Authentication in Information Systems
60. The Role of Information Systems in Managing Organizational Knowledge
61. Developing Scalable Cloud Solutions for Information Systems

Research Proposal: Information Systems for Customer Experience Management (CEM)

1. Problem Statement:
Customer experience management (CEM) is increasingly critical for businesses to differentiate
themselves in a competitive market. Traditional methods of managing customer interactions often fall
short in providing a seamless, personalized experience. The main problem is the lack of integrated
information systems that can effectively manage customer feedback, preferences, and behaviors in real-
time to enhance customer satisfaction and loyalty.

2. Aim of the Study:

To review, compare, and propose a framework for developing advanced information systems tailored for
customer experience management that integrate analytics, AI-driven personalization, and real-time
customer interaction management.
3. Novelty and Relevance:
The novelty of this research lies in exploring how emerging technologies like AI, machine learning, and
big data analytics can be harnessed to build information systems that go beyond traditional CEM tools.
The relevance is underscored by the increasing demand for personalized customer experiences in a
digital-first world, which directly impacts customer retention and business growth.

4. Tasks of the Study:

- Conduct a comprehensive literature review on CEM systems and technologies.
- Perform a comparative analysis of existing CEM systems, focusing on both foreign and Kazakhstan
solutions.
- Identify key functional, non-functional, technical, and non-technical characteristics of these systems.
- Develop a conceptual design for an improved CEM information system.
- Evaluate the system’s potential impact on customer satisfaction and business performance.

5. Object of Research:
The research focuses on existing CEM information systems, with a detailed examination of their
architecture, technology stack, functionality, and impact on business processes.

6. Hypotheses:
- H1: AI-driven CEM systems significantly enhance customer satisfaction by providing personalized
experiences.
- H2: Integrated data analytics in CEM systems improve decision-making processes for marketing and
customer support.
- H3: A unified CEM platform reduces operational costs by streamlining customer interaction processes.

7. Objectives:
- To evaluate and compare different CEM systems in terms of their technological capabilities and
effectiveness.
- To propose a new CEM system framework that leverages AI and big data for enhanced customer
experience.
- To validate the proposed framework through theoretical modeling and case studies.

8. Methodology:
- Literature Review: Analysis of existing CEM systems, including statistical evidence on their impact on
customer satisfaction and business performance.
- Comparative Analysis: Creation of tables comparing technical, functional, non-functional, and other
characteristics of CEM systems from Kazakhstan and other countries.
- Theoretical Modeling: Development of a conceptual model for an advanced CEM system.
- Case Studies: Analysis of successful CEM implementations in various industries.

9. Expected Outcomes:
- A detailed comparative analysis of current CEM systems highlighting gaps and areas for improvement.
- A proposed framework for an advanced CEM system that addresses identified shortcomings.
- Recommendations for businesses on implementing and optimizing CEM systems to enhance customer
loyalty.

10. Significance of the Study:

This study aims to contribute to the field of customer experience management by providing a structured
approach to developing more sophisticated CEM systems. The findings can help businesses enhance their
customer engagement strategies, improve satisfaction, and drive competitive advantage.

Task 2: Comparison Analysis

Comparison Tables
1. Technical Characteristics Comparison

Name Manufacturer | Release Date | Latest Version | License | Core Technology

Salesforce CEM Salesforce 2006 2024.06 Proprietary Apex, JavaScript

SAP CEM SAP 2010 2024.04 Proprietary ABAP, Java
Oracle CX Oracle 2011 2024.05 Proprietary Java, SQL
HubSpot HubSpot 2006 2024.03 Proprietary JavaScript, React
Adobe Experience Adobe 2012 2024.08 Proprietary AEM, Java
CustomerCenter.kz Kazakhstan 2015 2024.04 Proprietary PHP, JavaScript
MyCRM Kazakhstan 2016 2024.01 Proprietary C#, .NET
BCC CEM Kazakhstan 2014 2024.02 Proprietary Custom
CRMBOX Kazakhstan 2013 2024.05 Proprietary Python, Flask
LogyTalk Kazakhstan 2017 2024.06 Proprietary JavaScript, Node.js

Explanation: This table compares the technical characteristics of CEM systems, including the core
technologies and release dates. Key differences include the use of programming languages and
frameworks, which affect performance, integration, and scalability.

2. Functional Characteristics Comparison

Name | Customer Feedback | AI-Driven Insights | Multi-Channel Support | Integration Capabilities

|Customization

Salesforce CEM Yes Yes Yes High High

SAP CEM Yes Yes Yes High Moderate
Oracle CX Yes Yes Yes High High
HubSpot Yes No Yes High High
Adobe Experience Yes Yes Yes High High
CustomerCenter.kz Yes Limited Yes Moderate Moderate
MyCRM Yes No Yes Moderate Moderate
BCC CEM Yes Yes Low Low Moderate
CRMBOX Yes Limited Yes Moderate Moderate
LogyTalk Yes No Yes Low Moderate

Explanation: This table examines the core functionalities of CEM systems, highlighting the presence of
AI-driven insights and multi-channel support. Systems from Kazakhstan generally have fewer advanced
AI features compared to their global counterparts.

3. Non-Functional Characteristics Comparison

 Name | Scalability | Usability | Performance | Security | Availability

Salesforce CEM High High High High High

SAP CEM High Moderate High High High
Oracle CX High Moderate High High High
HubSpot High High High Moderate High
Adobe Experience High High High High High
CustomerCenter.kz Moderate Moderate Moderate Moderate Moderate
MyCRM Moderate Moderate Moderate High High
BCC CEM Low Low Low Moderate Low
CRMBOX Moderate High Moderate Moderate Moderate
LogyTalk Low Moderate Moderate Moderate Moderate

Explanation: This table focuses on non-functional characteristics such as scalability, performance, and
security. Foreign solutions generally exhibit higher performance and security features, making them more
suitable for large-scale implementations.

Summary of Comparative Analysis:

The analysis shows that foreign CEM solutions like Salesforce and SAP offer more advanced technical
and functional capabilities compared to Kazakhstan-based systems. Kazakhstan solutions tend to focus
more on basic customer feedback management, with limited AI-driven features and scalability. This gap
underscores the need for enhanced local CEM systems that incorporate advanced analytics, AI, and
seamless integration capabilities to meet the growing demands of businesses in Kazakhstan.

Task 3: Control Questions

1. How are stakeholder requirements analyzed?

Stakeholder requirements are analyzed using a combination of surveys, interviews, and workshops,
which help to capture the needs, expectations, and priorities of the stakeholders involved.

2. What is the analysis used for?

The analysis is used to define the scope of the system, prioritize features, and ensure that the developed
solution aligns with user needs, ultimately leading to a product that is more likely to succeed.

3. What is the advantage of the comparison method?

The comparison method helps identify strengths and weaknesses of different solutions, providing
valuable insights that guide the development of more effective and competitive systems.

4. What is the comparison method used for?

It is used to systematically evaluate and compare different systems or approaches, highlighting the most
significant differences and similarities that affect performance and usability.

5. What are the disadvantages of the comparison method?

Disadvantages include the potential for subjective bias in selecting criteria, difficulty in comparing non-
quantifiable aspects, and the risk of oversimplifying complex features.

This comprehensive approach lays a solid foundation for researching and developing information systems
that significantly enhance customer experience management.