From Experiences to Journeys and the Importance of a Network PerspectiveApr 07, 2017 Stephen Tax, University of Victoria
Stephen Tax will make the case that businesses need to recognize that their customer experiences are usually part of a customer’s journey, involving a network of providers, to solve a problem or achieve a particular goal.
Consumers and Their Experiences: Dehumanized, Re-HumanizedApr 07, 2017 Bernd Schmitt, Columbia University
Bernd Schmitt will provide frameworks for thinking about the future customer experience, with a specific focus on dehumanizing and re-humanizing the experience, and thus prepare management for a future world where consumers will struggle between the human and the artificial in unprecedented ways.
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.