Indicative topics

• Customer experience dynamics - How does CX change and evolve over time?
• Customer experience measurement - Scale development, multi-method approaches, real-time measurement
• Customer experience and technology
• Customer experience management
• Novel methods for touchpoint and journey mapping
• Dimensions of customer experience - conceptualization, design and measurement
• Multisensory customer experience
• Managing firms’ non-owned touchpoints
• From customer to consumer journeys
• Personalization/customization of the customer experience and journey