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.

Most-downloaded Paper Tackles Marketing ROI “Ambiguity” Feb 10, 2016 “Marketing Return on Investment: Seeking Clarity for Concept and Measurement” by Paul Farris, Dominique Hanssens, James Lenskold, and David Reibstein earned the 2015 MSI Top Download Award.  

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.