Topic: Omnichannels & Customer Journey

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How Voice-assisted Shopping Drives Up Sales

June 21, 2021

Voice-assisted shopping is a relatively new way to purchase products, and so is the research into its effectiveness. A new MSI working paper finds that consumers who use voice AI tend to browse 13.6% more and spend 19.5% more, which corresponds to an extra $493 million in sales revenue every year. Those are eye-popping numbers […]

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What’s Mine is Ours: How Consumption is Changing

April 11, 2021

Technology hasn’t just changed the way consumers use goods and services, it’s also changed the way they own them. Music collections, for example, have evolved from hundreds of alphabetically-organized records on a shelf, to carefully edited digital libraries, to the 2021 version — a list of songs stored on Spotify or some other streaming platform. […]

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Be More Human and Digital: Six Skills Marketers Will Need in the Post-Pandemic, Hybrid World

January 14, 2021

Whether you are an experienced marketer rich in expertise or new to the marketing fraternity, one thing is certain — the past year has been one of intense learning. I recall, just a few quarters ago, specialist digital marketers had to struggle mightily to get a sizable piece of marketing resources because traditional advertising and […]

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When Multichannel Marketing Doesn’t Work: A Better Strategy for Loyal Customers

December 13, 2020

Multichannel may be the holy grail of marketing, but it doesn’t work in every case or for every consumer. A new study finds that firms with multiple brands may yield a bigger payoff by following a single-channel marketing strategy, especially with the most loyal customers who shop the highest tier of product offerings. “In contrast […]

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How Retailers Can Succeed in a COVID-19 World – And Beyond

October 14, 2020

The retail apocalypse has been slogging along since 2017, a slow-motion event that set a record for store closings that year at roughly 8,000. Fast-forward to 2020, and the coronavirus pandemic has accelerated the demise with such speed that imperiled companies find themselves scrambling to save themselves. “COVID-19 makes 2017 look like nothing,” said Barbara […]

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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.

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