Servsig2022 Glasgow Scotland, 16-18 June

Customer Experience & Journeys

Track Chair
Arne De Keyser

Arne De Keyser

Associate Professor of Marketing at EDHEC Business School, France
Track Chair
Larissa Becker

Larissa Becker

Postdoctoral Research Fellow in Marketing at Tampere University, Finland
Junior Track Chair
Ekaterina Panina

Ekaterina Panina

Doctoral Candidate, University of Turku, Finland
Junior Track Chair
Bieke Henkens

Bieke Henkens

Doctoral Candidate, Ghent University, Belgium

Indicative Topics

  • Customer experience dynamics - How does CX build over time?
  • Customer experience measurements - Scale development, multi-method approaches, real-time measurement
  • Technology and customer experience
  • Customer experience management
  • Novel methods for touchpoint and journey mapping 
  • Customer experience dimensions - conceptualization, design and measurement
  • Managing non-firm-owned touchpoints
  • Touchpoint attribution modelling
  • Development of seamless consumer journeys
  • Personalization/Customization of the customer experience and journey