In this podcast, Anders Gustafsson interviews Dr. Arne de Keyser(https://www.edhec.edu/en/faculty-and-researchers/de-keyser-arne-phd) about his work on touchpoints, qualities, and context corner stones to understand customer experience. The interview is based on the following published article De Keyser, A., Verleye, K., Lemon, K. N., Keiningham, T. L., & Klaus, P. (2020). Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature. Journal of Service Research, 23(4), 433-455.

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