Customer Experience (CX) Management

E46 - Manipulation in marketing

Tue, 05 Aug 2025 05:42:24 GMT

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.

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E45 - Humour and advertising

Sun, 17 Dec 2023 12:00:47 GMT

“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 impressions. International Journal of Research in Marketing, 40, 741-759

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E44 - Multisensory food experiences in extended reality

Sun, 10 Dec 2023 12:00:32 GMT

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, Q. J. (2023). Climate Crisis: A Proof-of-concept using social media-based augmented reality lens as behavioural intervention. In 15th Pangborn Sensory Science Symposium: Meeting New Challenges in a Changing World.

Kleinberger, R., van Troyer, A., Wang, Q. J. (2023). Auditory seasoning filters: Altering food perception via augmented sonic feedback of chewing sounds. In CHI ’23: ACM CHI Conference on Human Factors in Computing Systems, April 23 -28, 2023, Hamburg, Germany. ACM, New York.

Nivedhan, A., Mielby, L. A., & Wang, Q. J. (2020). The influence of emotion-oriented extrinsic visual and auditory cues on coffee perception: A virtual reality experiment. Companion Publication of the 2020 International Conference on Multimodal Interaction, 301–306.

Petit, O., Velasco, C., Wang, Q. J., & Spence, C. (2022). Consumer consciousness in multisensory extended reality. Frontiers in Psychology, 13:851753

Velasco, C., Barbosa Escobar, F., Petit, O., & Wang, Q. J. (2021). Impossible (food) experiences in extended reality. Frontiers in Computer Science, 3:716846.

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E43 - Aesthetic preferences

Sun, 03 Dec 2023 12:00:03 GMT

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 Academy of Sciences, 1518(1), 151-165.

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E42 - Sonic branding and experiences

Sun, 26 Nov 2023 12:00:44 GMT

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 some sonic logos.

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E41 - What makes brand names special? Insights from cognitive psychology

Sun, 12 Nov 2023 12:00:12 GMT

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, @merferlo, @ERILectura, @CINCnebrija.

This podcast is based on the following articles:

Labusch, Duñabeitia, J. A., & Perea, M. (submitted). Visual word identification beyond common words: The role of font and letter case in brand names.

Perea, M., Baciero, A., Labusch, M., Fernández‐López, M., & Marcet, A. (2022). Are brand names special words? Letter visual‐similarity affects the identification of brand names, but not common words. British Journal of Psychology, 113(3), 835-852.

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E40 - Welcome to Season 4

Sun, 05 Nov 2023 11:18:32 GMT

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.

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E39 - What makes NFTs valuable?

Sun, 04 Jun 2023 14:17:05 GMT

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 to consumers? Perceived value drivers associated with NFTs liking, buying, and holding. Journal of Business Research.

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E38 - Luxury customer experiences: From concepts to practice

Sun, 28 May 2023 11:00:15 GMT

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/

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E37 - Customer experiences in Web 3.0.

Sun, 21 May 2023 23:54:47 GMT

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-Marketing-Handbook-Internet-Revolution/dp/1394171951

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E36 - Risk perception, social norms, and food in the context of customer experiences

Sun, 30 Apr 2023 11:00:02 GMT

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 is based on the following article:

Veflen, N., Scholderer, J., & Langsrud, S. (2020). Situated food safety risk and the influence of social norms. Risk Analysis, 40(5), 1092-1110.

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E35 - The role and impact of digital transformations on the customer experience

Sun, 23 Apr 2023 11:00:12 GMT

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 reality technologies on the customer experience. Journal of Business Research, 100, 547-560.

Flavián, C., Ibáñez-Sánchez, S., & Orús, C. (2021). The influence of scent on virtual reality experiences: The role of aroma-content congruence. Journal of Business Research, 123, 289-301.

Below, you can find their contact details too:

Professor Carlos Flavián

LinkedIn: @Carlos Flavian

Facebook: @Carlos Flavian

Twitter: @CarlosFlavian

Instagram: flavian.carlos

Professor Carlos Orús

LinkedIn: Carlos Orus Sanclemente https://www.linkedin.com/in/carlos-orus-sanclemente-3a242a45

Twitter: @CarlosOrusTT

Assistant Professor Sergio Ibáñez-Sánchez

LinkedIn: Sergio Ibáñez Sánchez https://es.linkedin.com/in/sergioibanezsanchez

Twitter: @seribsan

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E34 - Managing sound and noise in customer experiences

Sun, 19 Feb 2023 22:02:42 GMT

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., & Velasco, C. (2020). The effects of noise control in coffee tasting experiences. Food Quality and Preference, 86, 104020.

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E33 - (Non-face) emojis in digital customer experiences

Sun, 12 Feb 2023 12:00:24 GMT

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, contingencies, and strategic recommendations. Journal of the Academy of Marketing Science. https://rdcu.be/c3Te6

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E32 - Past, present, and future of Neuromarketing

Sun, 05 Feb 2023 12:00:13 GMT

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/

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E31 - The Ape Society experience

Sun, 24 Jul 2022 11:00:00 GMT

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

https://twitter.com/ponziratti/

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E30 - Consulting and VR business experiences

Sun, 29 May 2022 11:00:10 GMT

In this podcast, Carlos Velasco interviews consultant Håkon Wik Heltne (https://www.linkedin.com/in/h%C3%A5konwh/) about consulting and VR business experiences.

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E29 - Aesthetic experiences

Sun, 08 May 2022 11:00:00 GMT

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. Current Biology, 32(8), R378-R379.

Pombo, M., & Velasco, C. (2021). How aesthetic features convey the concept of brand premiumness. Psychology & Marketing, 38(9), 1475-1497.

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E28 - Customer journey management

Sun, 01 May 2022 11:00:38 GMT

In this episode, Anders interviews Jochem van der Veer (https://www.linkedin.com/in/jochemvanderveer/?originalSubdomain=nl) about customer journey management.

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E27 - Neuroscience, public health, and customer experiences

Sun, 24 Apr 2022 11:00:30 GMT

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 choices: Individual differences in the brain's value system. PloS one, 11(7), e0156333 & Basso, F., Petit, O., Le Bellu, S., Lahlou, S., Cancel, A., & Anton, J. L. (2018). Taste at first (person) sight: Visual perspective modulates brain activity implicitly associated with viewing unhealthy but not healthy foods. Appetite, 128, 242-254.

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E26 - Machine psychology and customer experiences

Sun, 17 Apr 2022 11:00:27 GMT

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

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E25 - Voices in customer experiences

Sun, 10 Apr 2022 11:00:49 GMT

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.

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E24 - Student experiences

Sun, 03 Apr 2022 11:00:04 GMT

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-66270b23/?originalSubdomain=es

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E23 - Neuroscience and customer experiences

Sun, 27 Mar 2022 11:00:40 GMT

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 Service Management, 30, 621-649,

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E22 - Advertising and customer experiences

Sun, 20 Mar 2022 12:00:43 GMT

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

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E21 - Designing memorable experiences

Sun, 13 Mar 2022 12:00:29 GMT

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 from chefs? https://www.bi.edu/research/business-review/articles/2019/06/what-can-marketers-learn-from-chefs/

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E20 - Augmented reality and customer experiences

Sun, 06 Mar 2022 12:00:16 GMT

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://www.sciencedirect.com/science/article/pii/S0148296321001855

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E19 - Blockchain and customer experiences

Sun, 27 Feb 2022 12:00:19 GMT

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 of Business Ethics. https://link.springer.com/article/10.1007/s10551-021-05015-8

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E18 - Customer journeys

Sun, 20 Feb 2022 12:00:28 GMT

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

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E17 - Approaches to measuring customer experiences

Sun, 13 Feb 2022 12:00:03 GMT

In this podcast, Anders interviews Dr. Tim Keiningham (https://www.stjohns.edu/academics/faculty/timothy-l-keiningham) about his work on measuring customer experiences.

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E16 - Managing fan experiences during sports events

Sun, 06 Feb 2022 12:00:31 GMT

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.

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E15 - Welcome to Season 2

Sun, 30 Jan 2022 12:00:06 GMT

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.

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E14 - Season finale

Sun, 19 Dec 2021 12:00:38 GMT

In this episode, Anders Gustafsson and Carlos Velasco reflect on the first season, and the future of, the customer experience management podcast.

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E13 - Meaningful food experiences

Sun, 12 Dec 2021 12:00:22 GMT

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/

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E12 - NFTs and AI Art

Sun, 05 Dec 2021 12:00:12 GMT

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

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E11 - Art in customer experiences

Sun, 28 Nov 2021 12:00:09 GMT

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

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E10 - Emotions in customer experiences

Sun, 21 Nov 2021 12:00:32 GMT

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 Marketing Science, 48(3), 478-498.

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E9 - Chatbots

Sun, 14 Nov 2021 12:00:33 GMT

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.

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E8 - Luxury experiences

Sun, 07 Nov 2021 12:00:40 GMT

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.

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E7 - Augmented and virtual reality experiences

Sun, 31 Oct 2021 12:00:13 GMT

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 practices and future perspectives. Food Research International, 145, 110410.

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E6 - Digital sensory marketing

Sun, 24 Oct 2021 11:00:07 GMT

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 Interactive Marketing, 45, 42-61 and Petit, O., Javornik, A., & Velasco, C. (2021). We eat first with our (digital) eyes: Enhancing mental simulation of eating experiences via visual-enabling technologies. Journal of Retailing.

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E5 - Fundamental premises

Sun, 17 Oct 2021 11:00:50 GMT

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 Academy of Marketing Science, 48(4), 630-648.

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E4 - Sensehacking

Mon, 11 Oct 2021 05:22:52 GMT

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.

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E3 - Touchpoints, qualities, and contexts

Mon, 04 Oct 2021 12:32:32 GMT

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 experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature. Journal of Service Research, 23(4), 433-455.

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E2 - The role of AI in customer experience

Thu, 30 Sep 2021 07:39:19 GMT

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.

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E1 - Introduction to customer experience management

Wed, 08 Sep 2021 13:38:14 GMT

By Anders Gustafsson and Carlos Velasco BI Norwegian Business School.

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