Customer Experience (CX) Management

Customer Experience (CX) Management

By Prof. Anders Gustafsson and Assoc. Prof. Carlos VelascoBusinessEducationHow ToMarketing
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Customer Experience (CX) Management episodes

  • E36 - Risk perception, social norms, and food in the context of customer experiences

    In this episode, Carlos interviews Professor Nina Veflen, BI Norwegian Business School, about their work on risk perception, social norms, and food in the context of customer experiences. For more information about Nina, please visit: https://www.bi.edu/about-bi/employees/department-of-marketing/nina-veflen-olsen/ and https://www.linkedin.com/in/nina-veflen-931b49?originalSubdomain=no


    This podcast is based on the following article:

    Veflen, N., Scholderer, J., & Langsrud, S. (2020). Situated food safety risk and the influence of social norms. Risk Analysis, 40(5), 1092-1110.

    Hosted on Acast. See acast.com/privacy for more information.

    39 min
  • E35 - The role and impact of digital transformations on the customer experience

    In this episode, Carlos interviews Professor Carlos Flavián, Professor Carlos Orús, and Assistant Professor Sergio Ibáñez-Sánchez, Universidad de Zaragoza, about their work on the role and impact of digital transformations on the customer experience.


    This podcast is based on the following articles:


    Flavián, C., Ibáñez-Sánchez, S., & Orús, C. (2019). The impact of virtual, augmented and mixed reality technologies on the customer experience. Journal of Business Research, 100, 547-560.

    Flavián, C., Ibáñez-Sánchez, S., & Orús, C. (2021). The influence of scent on virtual reality experiences: The role of aroma-content congruence. Journal of Business Research, 123, 289-301.


    Below, you can find their contact details too:


    Professor Carlos Flavián

    LinkedIn: @Carlos Flavian

    Facebook: @Carlos Flavian

    Twitter: @CarlosFlavian

    Instagram: flavian.carlos


    Professor Carlos Orús

    LinkedIn: Carlos Orus Sanclemente https://www.linkedin.com/in/carlos-orus-sanclemente-3a242a45

    Twitter: @CarlosOrusTT


    Assistant Professor Sergio Ibáñez-Sánchez

    LinkedIn: Sergio Ibáñez Sánchez https://es.linkedin.com/in/sergioibanezsanchez

    Twitter: @seribsan





    Hosted on Acast. See acast.com/privacy for more information.

    1 hr 3 min
  • E34 - Managing sound and noise in customer experiences

    In this episode, Carlos interviews Associate Professor Felipe Reinoso Carvalho, Universidad de los Andes, about his work on managing sound and noise in customer experiences. For more information, visit his website http://sonictaste.weebly.com/, Twitter: @sonictaste, and IG: @percepcionysentidos


    The discussions is based on the following published paper: Bravo-Moncayo, L., Reinoso-Carvalho, F., & Velasco, C. (2020). The effects of noise control in coffee tasting experiences. Food Quality and Preference, 86, 104020.

    Hosted on Acast. See acast.com/privacy for more information.

    59 min
  • E33 - (Non-face) emojis in digital customer experiences

    In this episode, Carlos interviews Senior Lecturer Yimin Cheng, Monash University, about his work on (non-face) emojis in digital customer experiences. For more information, visit his website https://jaimexyz365.wixsite.com/yimincheng


    The discussions is based on the following published paper: Orazi, D. C., Ranjan, B., & Cheng, Y. (2023). Non-face emojis in digital marketing: Effects, contingencies, and strategic recommendations. Journal of the Academy of Marketing Science. https://rdcu.be/c3Te6

    Hosted on Acast. See acast.com/privacy for more information.

    46 min
  • E32 - Past, present, and future of Neuromarketing
    In this episode, Carlos interviews Professor Gemma Calvert at Nanyang Technological University about her work on Neuroscience and Neuromarketing, and the past, present, and future of Neuromarketing. For more information, visit her personal website http://gemmacalvert.com/ and her company's website: https://splitsecondresearch.co.uk/

    Hosted on Acast. See acast.com/privacy for more information.

    51 min
  • E31 - The Ape Society experience

    In this episode, Carlos interviews the founders of The Ape Society, a project on the Cardano blockchain that focuses on art, community, ecosystem, and utility. For more information, visit their website: https://www.theapesociety.io/ and their discord: https://discord.com/invite/theapesociety


    The founders that appeared in this podcast can be found on twitter:

    https://twitter.com/therealcardman

    https://twitter.com/ponziratti/

    Hosted on Acast. See acast.com/privacy for more information.

    48 min
  • E30 - Consulting and VR business experiences

    In this podcast, Carlos Velasco interviews consultant Håkon Wik Heltne (https://www.linkedin.com/in/h%C3%A5konwh/) about consulting and VR business experiences.


    Hosted on Acast. See acast.com/privacy for more information.

    58 min
  • E29 - Aesthetic experiences

    In this podcast, Carlos Velasco interviews PhD student Maria Pombo (https://mariapombo.netlify.app) about her work on aesthetic experiences. The interview is based on these articles:

    Pombo, M., Brielmann, A., & Pelli, D. G. (2022, March 4). The intrinsic variance of beauty judgment. https://doi.org/10.31234/osf.io/jm83e

    Pombo, M., & Pelli, D. G. (2022). Aesthetics: It’s beautiful to me. Current Biology, 32(8), R378-R379.

    Pombo, M., & Velasco, C. (2021). How aesthetic features convey the concept of brand premiumness. Psychology & Marketing, 38(9), 1475-1497.

    Hosted on Acast. See acast.com/privacy for more information.

    38 min
  • E28 - Customer journey management
    In this episode, Anders interviews Jochem van der Veer (https://www.linkedin.com/in/jochemvanderveer/?originalSubdomain=nl) about customer journey management.

    Hosted on Acast. See acast.com/privacy for more information.

    44 min
  • E27 - Neuroscience, public health, and customer experiences
    In this podcast, Carlos Velasco interviews Dr. Olivia Petit (https://student.kedge.edu/faculty-directory/olivia-petit) about her work on neuroscience, public health, and customer experiences. The interview is based on these articles: Petit, O., Merunka, D., Anton, J. L., Nazarian, B., Spence, C., Cheok, A. D., Raccah, D., & Oullier, O. (2016). Health and pleasure in consumers' dietary food choices: Individual differences in the brain's value system. PloS one, 11(7), e0156333 & Basso, F., Petit, O., Le Bellu, S., Lahlou, S., Cancel, A., & Anton, J. L. (2018). Taste at first (person) sight: Visual perspective modulates brain activity implicitly associated with viewing unhealthy but not healthy foods. Appetite, 128, 242-254.

    Hosted on Acast. See acast.com/privacy for more information.

    59 min

About Customer Experience (CX) Management

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This is a podcast series by Prof. Anders Gustafsson and Assoc. Prof.

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