Topic: Omnichannels & Customer Journey

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.

By using MSI.org you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.