Integrated Customer Experiences
|Consumers are increasingly in control of the information flow. And marketers now have the ability to customize experiences, offers, and content. The key issue is getting marketing “right” in real time, whether B2B or B2C. How should firms design and serve up their offerings so that they are relevant in context — hitting just the right “notes” at the right point in the path to purchase or decision journey?|
Consumers and Their Experiences: Dehumanized, Re-HumanizedApr 07, 2017 Bernd Schmitt, Columbia University
Bernd Schmitt will provide frameworks for thinking about the future customer experience, with a specific focus on dehumanizing and re-humanizing the experience, and thus prepare management for a future world where consumers will struggle between the human and the artificial in unprecedented ways.
The “Building Blocks” of Customer Experience: Getting It Right – in ContextApr 07, 2017 Katherine N. Lemon, Boston College and Executive Director, Marketing Science Institute
Kay Lemon will present a managerial approach that conceptualizes the “building blocks” of customer experience: its fundamental qualities, the stages in which it unfolds, and the contexts (individual, social, environmental, and market) in which it is embedded.
The 4 Minds of the Customer: A Framework for Understanding and Applying the Science of Decision MakingApr 07, 2017 Ryan Hamilton, Emory University
Ryan Hamilton will introduce the 4 Minds framework as a practical tool for understanding and applying the science of decision making in the marketplace.
Life in Pictures - How Taking Photos Affects Enjoyment and Memory of ExperiencesApr 07, 2017 Kristin Diehl, University of Southern California
Kristin Diehl will share findings from several field studies and lab experiments that show how photo-taking influences enjoyment of an experience and which aspects people remember from that experience.
Whitepaper: Driving Success in The Age of The CustomerApr 05, 2017 Steven Pepe
35 Lessons for Designing The Next Great Experience
3 WAYS to GET CONNECTED
Employees of MSI Member Companies enjoy the benefits of complete online access to content, member conferences and networking with the MSI community.
Qualified academics benefit from a relationship with MSI through access to msi.org, conferences and research opportunities.
The public is invited to enjoy partial access to msi.org content, a free e-newsletter, selected reports and more.