Topic: Omnichannels & Customer Journey

Most-downloaded Paper Offers Framework to Understand and Manage Customer Experience

February 10, 2017

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.

Report Outlines Challenges of Understanding Digitized Customers

November 2, 2016

Report Outlines Challenges of Understanding Digitized Customers Nov 02, 2016 A new report identifies six research priorities for academic-industry collaboration on the topic, “Understanding Digitized Customers in Digitized Environments.”

Research Grants Target CX: Getting Marketing Right in Real Time

September 9, 2016

Research Grants Target CX: Getting Marketing Right in Real Time Sep 09, 2016 Getting marketing right in real time is a priority for MSI members. How can firms hit just the right notes at the right point in the customer journey? In a first round of funding, MSI has funded 11 research studies that promise to help managers better understand, design, manage, and measure customer experience.

2016 Best Paper Looks at Consequences of Customer Engagement

April 16, 2016

2016 Best Paper Looks at Consequences of Customer Engagement Apr 16, 2016 MSI's 2016 Best Paper investigates how customer engagement can alter—not simply augment—existing customer–company bonds. Conor Henderson, Lena Steinhoff, and Rob Palmatier examine how customer engagement initiatives interact with customer loyalty mechanisms that underlie ongoing business exchanges.

Funding Initiative Aims to Develop New CX Tools and Insights

January 7, 2016

Funding Initiative Aims to Develop New CX Tools and Insights Jan 07, 2016 “Managers are faced with an overwhelming set of issues and challenges relating to customer experience. They need empirically-based guidance for best practices and new approaches to customer experience management today,” noted Executive Director Kay Lemon.

MSI Best Paper: Do Online Behavior Tracking or Attitude Survey Metrics Drive Brand Sales?

April 27, 2015

MSI Best Paper: Do Online Behavior Tracking or Attitude Survey Metrics Drive Brand Sales? Apr 27, 2015 At the Spring MSI Trustees meeting, Koen Pauwels of Turkey’s Ozyegin University and Bernadette van Ewijk of AiMark were announced as the winners of MSI's…

Top Paper Makes the Case for Customer Engagement Metrics

January 22, 2015

Top Paper Makes the Case for Customer Engagement Metrics Jan 22, 2015 "Taking the Customer’s Point-of-View: Engagement or Satisfaction?" by Bobby Calder, Mathew Isaac, and Edward  Malthouse earned the 2014 

MSI Competition Winners Investigate Impact of Mobility

July 14, 2013

MSI Competition Winners Investigate Impact of Mobility Jul 14, 2013 MSI is pleased to announce the winners of our research proposal competition, “Mobile Platforms, Location-based Services, and their Impact on Consumers.”

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