Customer Experience (CX) Management

What can we learn from a chef when it comes to designing memorable food experiences? In this podcast, Carlos interviews Chef Pablo Naranjo (IG: @chefpablonaranjo ) about his work on designing food experiences in different countries, and for different groups of people, from around the world. For more information about some of his work, take a look at the following article: What can marketers learn...

In this podcast, Carlos interviews Dr. Ana Javornik (https://javornik.me/) about her work on augmented reality and customer experiences. The discussions is based on the following published paper: Javornik, A., Marder, B., Pizzetti, M., & Warlop, L. (2021). Augmented self-The effects of virtual face augmentation on consumers' self-concept. Journal of Business Research , 130 , 170-187. https://w...

In this podcast, Carlos interviews Dr. Teck Ming (Terence) Tan (https://www.linkedin.com/in/teck-ming-terence-tan-829b4664/) about his work on blockchain technology and customer experiences. The discussion is based on the following published paper: Tan, T. M., & Salo, J. (in press). Ethical Marketing in the Blockchain-Based Sharing Economy: Theoretical Integration and Guiding Insights. Journal...

In this podcast, Anders interviews Dr. Larissa Becker (https://www.linkedin.com/in/larissa-becker-15186515/?originalSubdomain=fi) about her work on customer journeys. Hosted on Acast. See acast.com/privacy for more information.

In this podcast, Anders interviews Dr. Tim Keiningham (https://www.stjohns.edu/academics/faculty/timothy-l-keiningham) about his work on measuring customer experiences. Hosted on Acast. See acast.com/privacy for more information.

 In this podcast, Anders interviews Stefan Larsson about managing fan experiences during sports events. Stefan Larsson is the current CEO of Färjestad Hockey (https://www.farjestadbk.se/) which is one of the most successful hockey clubs in Europe. Hosted on Acast. See acast.com/privacy for more information.

Welcome to Season 2 podcast by Anders Gustafsson (https://www.bi.edu/about-bi/employees/department-of-marketing/anders-gustafsson/) and Carlos Velasco (https://carlosvelasco.info/) at BI Norwegian Business School. Hosted on Acast. See acast.com/privacy for more information.

In this episode, Anders Gustafsson and Carlos Velasco reflect on the first season, and the future of, the customer experience management podcast. Hosted on Acast. See acast.com/privacy for more information.

In this podcast, Carlos Velasco interviews Charles Michel (IG: charlesxmichel) about meaningful food experiences. You can learn more about his work here: https://charlesxmichel.com/ Hosted on Acast. See acast.com/privacy for more information.

In this podcast, Carlos Velasco interviews William Woodall about AI Art and non-fungible token experiences. You can learn more about his work here: entheosart.com/ (Twitter: @EntheosAI) and about how NFTs create value here https://www.bi.edu/research/business-review/articles/2021/11/value-in-the-age-of-non-fungible-tokens-nfts/ and here https://hbr.org/2021/11/how-nfts-create-value Hosted on Acast...

In this podcast, Carlos Velasco interviews Dr Chloe Preece (https://pure.royalholloway.ac.uk/portal/en/persons/chloe-preece(685e1693-34bd-40fc-9580-3d73f53c48a6).html) about her work on art in customer experiences. The interview capitalizes on the report "The story of immersive users" (PDF) https://www.storyfutures.com/uploads/docs/Audience-Insight-Report-Complete-1.3.pdf Hosted on Acast. See acas...

In this podcast, Anders Gustafsson interviews Dr. Anne Kranzbuhler (https://www.tudelft.nl/io/over-io/personen/kranzbuehler-a-m) about her work on emotions in customer experiences. The interview is based on Kranzbühler, A. M., Zerres, A., Kleijnen, M. H., & Verlegh, P. W. (2020). Beyond valence: a meta-analysis of discrete emotions in firm-customer encounters. Journal of the Academy of Marketi...

In this podcast, Anders Gustafsson interviews Dr. Karim Sidaoui (https://www.ru.nl/english/people/sidaoui-k/) about his work on chatbots. The interview is based on Sidaoui, K., M. Jaakkola, and J. Burton. "AI feel you: customer experience assessment via chatbot interviews."  Journal of Service Management  31 (2020): 745-766. Hosted on Acast. See acast.com/privacy for more information.

In this podcast, Anders Gustafsson interviews Dr. Jonas Holmqvist (https://student.kedge.edu/faculty-directory/jonas-holmqvist) about his work on luxury experiences. The interview is based on Wirtz, Jochen, Jonas Holmqvist, and Martin P. Fritze. "Luxury services."  J. Serv. Manage.  31.4 (2020): 665-692. Hosted on Acast. See acast.com/privacy for more information.

In this podcast, Carlos Velasco interviews Dr. Janice Wang (http://www.qianjanicewang.com/) and PhD student Francisco Barbosa (https://fbarbosaescobar.com/) on augmented and virtual reality experiences. This interview is based on this article: Wang, Q. J., Escobar, F. B., Da Mota, P. A., & Velasco, C. (2021). Getting started with virtual reality for sensory and consumer science: Current practi...

In this podcast, Carlos Velasco interviews Dr. Olivia Petit (https://student.kedge.edu/faculty-directory/olivia-petit) about her work on digital sensory marketing and digital multisensory experiences. The interview is based on these articles: Petit, O., Velasco, C., & Spence, C. (2019). Digital sensory marketing: Integrating new technologies into multisensory online experience. Journal of Inte...

In this podcast, Anders Gustafsson interviews Dr. Larissa Becker (https://www.linkedin.com/in/larissa-becker-15186515/?originalSubdomain=fi) about her work on fundamental premises of customer experiences. The discussions is based on the following published paper: Becker, L., & Jaakkola, E. (2020). Customer experience: fundamental premises and implications for research.  Journal of the Aca...

In this podcast, Carlos Velasco interviews Dr. Charles Spence (https://www.psy.ox.ac.uk/team/charles-spence) about his work on Sensehacking or hacking the senses for customer experiences, as well as happier, healthier living. The interview is based on this book: Spence, C. (2021). Sensehacking: How to Use the Power of Your Senses for Happier, Healthier Living . Penguin UK. Hosted on Acast. See aca...

In this podcast, Anders Gustafsson interviews Dr. Arne de Keyser(https://www.edhec.edu/en/faculty-and-researchers/de-keyser-arne-phd) about his work on touchpoints, qualities, and context corner stones to understand customer experience. The interview is based on the following published article De Keyser, A., Verleye, K., Lemon, K. N., Keiningham, T. L., & Klaus, P. (2020). Moving the customer...

In this podcast, Anders Gustafsson interviews Dr. Markus Giesler (https://www.mgiesler.com/) about his work on the role of AI in customer experience. The interview is based on the following published paper Puntoni, S., Reczek, R. W., Giesler, M., & Botti, S. (2021). Consumers and artificial intelligence: An experiential perspective.  Journal of Marketing ,  85 (1), 131-151. Hosted on...

By Anders Gustafsson and Carlos Velasco BI Norwegian Business School. Hosted on Acast. See acast.com/privacy for more information.