Customer Experience (CX) Management

In this podcast, Carlos Velasco interviews Maria Arango-Kure about her work on manipulation in marketing. This interview is based on this article: Arango-Kure, M., & Garz, M. (2025). Manipulation: An integrative framework of unethical influence in marketing . Journal of Business Research , 197 , 115476. Hosted on Acast. See acast.com/privacy for more information.

“ Humour is a way to show that you are smart without bragging. ”  ― Mark Twain In this podcast, Carlos Velasco interviews Chi Hoang , Klemens Knöferle , and Luk Warlop about their work on humour and advertising. This interview is based on this article: Hoang, C., Knöferle, K., & Warlop, L. (2023). Using different advertising humor appeals to generate firm-level warmth and competence impre...

In this podcast, Carlos Velasco interviews Dr. Janice Wang and Dr. Francisco Barbosa Escobar about their work on multisensory extended reality food experiences. This interview is based on this project and these articles: Barbosa Escobar, F., Petit, O., & Velasco, C. (2021). Virtual terroir and the premium coffee experience . Frontiers in Psychology , 12: 586983. Barbosa Escobar, F., & Wang...

In this podcast, Carlos Velasco interviews Dr. Enric Munar and Dr. Erick Chuquichambi about their work on aesthetic preferences. The interview is based on this article: Chuquichambi, E. G., Vartanian, O., Skov, M., Corradi, G. B., Nadal, M., Silvia, P. J., & Munar, E. (2022). How universal is preference for visual curvature? A systematic review and meta‐analysis . Annals of the New York Academ...

In this podcast, Carlos Velasco interviews Prof. Charles Spence (University of Oxford) about his work on sonic branding and experiences. The interview is based on this article: Keller, S. & Spence, C. (2023). Sounds like branding: Cognitive principles and crossmodal considerations for the design of successful sonic logos . Expert Journal of Marketing , 11 , 91-117. And here , you can listen to...

In this episode, Carlos interviews Professor Manuel Perea and PhD student Melanie Labusch at the University of Valencia and PhD student from Nebrija University, about their work on brand names recognition and what makes brand names special, from the perspective of cognitive psychology. You can connect on them in their websites above, and also through their Twitter accounts: @LabuschMelanie, @merfe...

Welcome to Season 4 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, Carlos interviews Associate Professors Tuba Yilmaz and Sofie Sagfossen about their work on what makes NFTs valuable. This podcast is based on the following article which has been just accepted for publication in the Journal of Business Research an will be accessible online during the next few weeks: Yilmaz, T., Sagfossen, S., & Velasco, C. (in press). What makes NFTs valuable...

In this episode, Carlos interviews Associate Professor Lewis Lim about his work and practice on luxury customer experiences in Singapore and beyond. For more information about Lewis, please visit his website: https://dr.ntu.edu.sg/cris/rp/rp00310 and LinkedIn: https://www.linkedin.com/in/lewislim-sg/ Hosted on Acast. See acast.com/privacy for more information.

In this episode, Carlos interviews Viviek (aka @TheDegenCreator on Twitter) about his work and practice on customer experiences in Web 3.0. For more information about Viviek, please visit his Twitter account: https://twitter.com/TheDegenCreator or his LinkedIn: https://www.linkedin.com/in/thedegencreator/ The book he recommends can be found here: Web3 Marketing https://www.amazon.com/Web3-Marketin...

In this episode, Carlos interviews Professor Nina Veflen, BI Norwegian Business School, about their work on risk perception, social norms, and food in the context of customer experiences. For more information about Nina, please visit: https://www.bi.edu/about-bi/employees/department-of-marketing/nina-veflen-olsen/ and https://www.linkedin.com/in/nina-veflen-931b49?originalSubdomain=no This podcast...

In this episode, Carlos interviews Professor Carlos Flavián, Professor Carlos Orús, and Assistant Professor Sergio Ibáñez-Sánchez, Universidad de Zaragoza, about their work on the role and impact of digital transformations on the customer experience. This podcast is based on the following articles: Flavián, C., Ibáñez-Sánchez, S., & Orús, C. (2019). The impact of virtual, augmented and mixed r...

In this episode, Carlos interviews Associate Professor Felipe Reinoso Carvalho, Universidad de los Andes, about his work on managing sound and noise in customer experiences. For more information, visit his website http://sonictaste.weebly.com/, Twitter: @sonictaste, and IG: @percepcionysentidos The discussions is based on the following published paper: Bravo-Moncayo, L., Reinoso-Carvalho, F., &amp...

In this episode, Carlos interviews Senior Lecturer Yimin Cheng, Monash University, about his work on (non-face) emojis in digital customer experiences. For more information, visit his website https://jaimexyz365.wixsite.com/yimincheng The discussions is based on the following published paper: Orazi, D. C., Ranjan, B., & Cheng, Y. (2023). Non-face emojis in digital marketing: Effects, contingen...

In this episode, Carlos interviews Professor Gemma Calvert at Nanyang Technological University about her work on Neuroscience and Neuromarketing, and the past, present, and future of Neuromarketing. For more information, visit her personal website http://gemmacalvert.com/ and her company's website: https://splitsecondresearch.co.uk/ Hosted on Acast. See acast.com/privacy for more information.

In this episode, Carlos interviews the founders of The Ape Society, a project on the Cardano blockchain that focuses on art, community, ecosystem, and utility. For more information, visit their website: https://www.theapesociety.io/ and their discord: https://discord.com/invite/theapesociety The founders that appeared in this podcast can be found on twitter: https://twitter.com/therealcardman http...

In this podcast, Carlos Velasco interviews consultant Håkon Wik Heltne (https://www.linkedin.com/in/h%C3%A5konwh/) about consulting and VR business experiences. Hosted on Acast. See acast.com/privacy for more information.

In this podcast, Carlos Velasco interviews PhD student Maria Pombo ( https://mariapombo.netlify.app ) about her work on aesthetic experiences. The interview is based on these articles: Pombo, M., Brielmann, A., & Pelli, D. G. (2022, March 4). The intrinsic variance of beauty judgment. https://doi.org/10.31234/osf.io/jm83e Pombo, M., & Pelli, D. G. (2022). Aesthetics: It’s beautiful to me....

In this episode, Anders interviews Jochem van der Veer (https://www.linkedin.com/in/jochemvanderveer/?originalSubdomain=nl) about customer journey management. Hosted on Acast. See acast.com/privacy for more information.

In this podcast, Carlos Velasco interviews Dr. Olivia Petit (https://student.kedge.edu/faculty-directory/olivia-petit) about her work on neuroscience, public health, and customer experiences. The interview is based on these articles: Petit, O., Merunka, D., Anton, J. L., Nazarian, B., Spence, C., Cheok, A. D., Raccah, D., & Oullier, O. (2016). Health and pleasure in consumers' dietary food cho...

In this podcast, Carlos interviews Dr. Alejandro Salgado, experimental psychologist and CEO of Atrianna (https://atrianna.com/en/), about his work on machine psychology and customer experiences. You can see more about him here: https://www.linkedin.com/in/asalgadom Hosted on Acast. See acast.com/privacy for more information.

In this episode, Anders and Carlos interview Allison Smith, a professional voice talent, specializing in voicing telephone systems (https://www.theivrvoice.com/), about designing customer experiences through voices. Hosted on Acast. See acast.com/privacy for more information.

In this podcast, Carlos interviews Dr. Juan Carlos Arboleya (https://www.bculinary.com/en/masters/master-in-gastronomic-sciences#profesores) about student experience design, as part of his role as director of the master's in Gastronomic Sciences at the Basque Culinary Centre (Spain). For more information about some of him and his work, visit: https://www.linkedin.com/in/juan-carlos-arboleya-66270b...

In this podcast, Anders interviews Dr. Nanouk Verhulst (https://smit.vub.ac.be/team/nanouk-verhulst) about her work on neuroscience and customer experiences. The discussions is based on the following published paper: Verhulst, N., De Keyser, A., Gustafsson, A., Shams, P., & Van Vaerenbergh, Y. (2019). Neuroscience in service research: an overview and discussion of its possibilities. Journal of...

In this podcast, Carlos interviews Alberto Triana (IG: @atrianaw ), Creative Director at VMLY&R Commerce (former Geometry North America) in New York City, about his work designing experiences through advertising. For more information about him and his work, visit his website: https://albertotrianaw.com/about Hosted on Acast. See acast.com/privacy for more information.