Customer Experience (CX) Management

 In this podcast, Anders interviews Stefan Larsson about managing fan experiences during sports events. Stefan Larsson is the current CEO of Färjestad Hockey (https://www.farjestadbk.se/) which is one of the most successful hockey clubs in Europe.

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Welcome to Season 2 podcast by Anders Gustafsson (https://www.bi.edu/about-bi/employees/department-of-marketing/anders-gustafsson/) and Carlos Velasco (https://carlosvelasco.info/) at BI Norwegian Business School.

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In this episode, Anders Gustafsson and Carlos Velasco reflect on the first season, and the future of, the customer experience management podcast.

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In this podcast, Carlos Velasco interviews Charles Michel (IG: charlesxmichel) about meaningful food experiences. You can learn more about his work here: https://charlesxmichel.com/

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In this podcast, Carlos Velasco interviews William Woodall about AI Art and non-fungible token experiences. You can learn more about his work here: entheosart.com/ (Twitter: @EntheosAI) and about how NFTs create value here https://www.bi.edu/research/business-review/articles/2021/11/value-in-the-age-of-non-fungible-tokens-nfts/ and here https://hbr.org/2021/11/how-nfts-create-value

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In this podcast, Carlos Velasco interviews Dr Chloe Preece (https://pure.royalholloway.ac.uk/portal/en/persons/chloe-preece(685e1693-34bd-40fc-9580-3d73f53c48a6).html) about her work on art in customer experiences. The interview capitalizes on the report "The story of immersive users" (PDF) https://www.storyfutures.com/uploads/docs/Audience-Insight-Report-Complete-1.3.pdf

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In this podcast, Anders Gustafsson interviews Dr. Anne Kranzbuhler (https://www.tudelft.nl/io/over-io/personen/kranzbuehler-a-m) about her work on emotions in customer experiences. The interview is based on Kranzbühler, A. M., Zerres, A., Kleijnen, M. H., & Verlegh, P. W. (2020). Beyond valence: a meta-analysis of discrete emotions in firm-customer encounters. Journal of the Academy of Marketing Science, 48(3), 478-498.

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In this podcast, Anders Gustafsson interviews Dr. Karim Sidaoui (https://www.ru.nl/english/people/sidaoui-k/) about his work on chatbots. The interview is based on Sidaoui, K., M. Jaakkola, and J. Burton. "AI feel you: customer experience assessment via chatbot interviews." Journal of Service Management 31 (2020): 745-766.

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In this podcast, Anders Gustafsson interviews Dr. Jonas Holmqvist (https://student.kedge.edu/faculty-directory/jonas-holmqvist) about his work on luxury experiences. The interview is based on Wirtz, Jochen, Jonas Holmqvist, and Martin P. Fritze. "Luxury services." J. Serv. Manage. 31.4 (2020): 665-692.

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In this podcast, Carlos Velasco interviews Dr. Janice Wang (http://www.qianjanicewang.com/) and PhD student Francisco Barbosa (https://fbarbosaescobar.com/) on augmented and virtual reality experiences. This interview is based on this article: Wang, Q. J., Escobar, F. B., Da Mota, P. A., & Velasco, C. (2021). Getting started with virtual reality for sensory and consumer science: Current practices and future perspectives. Food Research International, 145, 110410.

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