Most-downloaded Paper Offers Framework to Understand and Manage Customer Experience Feb 10, 2017 "A Framework for Understanding and Managing the Customer Experience" by Arne De Keyser, Katherine Lemon, Philipp Klaus, and Timothy Keiningham earned the 2016 MSI Top Download Award as the MSI working paper most downloaded by marketers and academics in its first year of publication.

MSI Scholars and Companies Identify Six Critical Challenges for Managing Digitized Customers Sep 21, 2016 In a new report, “Understanding Digitized Customers in Digitized Market Environments,” a taskforce of MSI members and academics has identified six research priorities for academic-industry collaboration.