The “Building Blocks” of Customer Experience: Getting It Right – in ContextApr 07, 2017 Katherine N. Lemon, Boston College and Executive Director, Marketing Science Institute
Kay Lemon will present a managerial approach that conceptualizes the “building blocks” of customer experience: its fundamental qualities, the stages in which it unfolds, and the contexts (individual, social, environmental, and market) in which it is embedded.
Panel Discussion: The Influences of Habits and Lifestyles on Customer JourneysApr 07, 2017 Utpal Dholakia, Rice University
The 4 Minds of the Customer: A Framework for Understanding and Applying the Science of Decision MakingApr 07, 2017 Ryan Hamilton, Emory University
Ryan Hamilton will introduce the 4 Minds framework as a practical tool for understanding and applying the science of decision making in the marketplace.
Life in Pictures - How Taking Photos Affects Enjoyment and Memory of ExperiencesApr 07, 2017 Kristin Diehl, University of Southern California
Kristin Diehl will share findings from several field studies and lab experiments that show how photo-taking influences enjoyment of an experience and which aspects people remember from that experience.
Whitepaper: The 4 Minds of the Customer: A Framework for Understanding and Applying the Science of Decision MakingApr 05, 2017 Ryan Hamilton, Emory University and Uma R. Karmarkar, Harvard Business School