Customer Relationships and Experiences
The Role of Customer Data in Optimizing User Experience (UX): Opportunities for Competitive AdvantageNov 15, 2019 Jim Maurer, Data Scientist, Volkswagen of America, Inc.
For competitive advantage in UX design, brands should expand their use of customer data from targeting, prediction, and recommendation to informing an optimal UX.
The Past, Present, and Future of Customer ManagementOct 16, 2019 Elliot Shin Oblander, Sunil Gupta, Carl F. Mela, Russell S. Winer, and Donald R. Lehmann , 2019, 19-133
This high-level overview, curated by leading academics, offers a brief history of how businesses have sought to optimize customer relations and profitability via customer management - and the pivotal contributions of academic research.
Subscription Programs and Customer BehaviorSep 20, 2019 Raghuram Iyengar, University of Pennsylvania
Raghu Iyengar will discuss the causal effect of customers’ adoption of a subscription program on their subsequent purchases.
Firm’s Management of Social InteractionsSep 20, 2019 Dina Mayzlin, University of Southern California
In this session, Dina Mayzlin will present a framework for the different roles firms can use to manage social interactions.
The Impact of Device Used in Digital Paths on Deadline-Driven Purchase DecisionsAug 1, 2019 Meheli Basu and J. Jeffrey Inman, University of Pittsburgh, and Kirk Wakefield, Baylor University, 2019, 19-124-08
Based on three years of StubHub data, this study shows higher conversion rates for PC-only than for mobile-only consumer path. Device-switching spells trouble for purchase likelihood, but higher sales per transaction.
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