Relevant bibliographies by topics / Customer Experience Strategy

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer Experience Strategy'

Author: Grafiati
Published: 3 June 2025
Last updated: 31 July 2025

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Journal articles on the topic "Customer Experience Strategy"

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Shri, Vidya Santhosh. "Chatbots- Strategy for Boosting Customer Experience to the Next Level." Chatbots- Strategy for Boosting Customer Experience to the Next Level 6, S1 (2018): 67–71. https://doi.org/10.5281/zenodo.1403587.

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Companies have fundamentally shifted towards customer centric approach in decision making. They got an access to customer data. Companies are realizing impact of good or bad customer experience on retention. Customers with positive experiences are more likely to continue purchases, customers with bad experience either stop spending or decrease their spending. Communicating with the customers at the right time and right way is quiet challenging. An efficient use of machine learning and intelligence can give an opportunity to build memorable interaction with au
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Sytnik, N. I. "The Сustomer Experience Management as a Strategy For Business Development". Business Inform 9, № 524 (2021): 216–24. http://dx.doi.org/10.32983/2222-4459-2021-9-216-224.

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Against the background of rising consumer expectations and increased competition, competence in customer experience management becomes a factor in the survival of modern companies. To achieve sustainable customer commitment, companies have to master the skills of effective interaction with customers and learn how to manage customer experience. This makes a study, concerned with developing a strategy for managing customer experience, relevant. The purpose of the article is to study the strategic aspects of customer experience management, in particular in identifying the sequence of stages of st
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Samsa, Caglar. "The Mediating Role of Firm Prestige in the Relationship between Perceived Quality and Behaviour Intention in Customer Cafeteria Experiences." Marketing and Management of Innovations 14, no. 2 (2023): 87–100. http://dx.doi.org/10.21272/mmi.2023.2-09.

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Customer experience is viewed from different perspectives as an economic, marketing, management, and competitive strategy. Regardless of the perspective, customer experience is a business strategy and a critical concept that plays a key role in firm success in the 21st century. In recent years, there has been an increasing focus on customer experience as a way for companies to differentiate themselves and build strong relationships with their customers. This approach is based on the idea that companies can build emotional bonds with their customers by providing memorable and positive experienc
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Sultan, Abdullah. "Identifying brand touchpoints to increase switching costs in the banking industry." International Journal of Bank Marketing 38, no. 3 (2019): 718–36. http://dx.doi.org/10.1108/ijbm-07-2019-0255.

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Purpose The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry. Design/methodology/approach Brand touchpoints in the banking industry are identified by exploratory research using focus group sessions with bank customers and staff and refined by exploratory factor analysis using an independent sample of bank customers to form the staged customer experience construct. The proposed research model is then validated by confirmatory factor analysis with an independent sample using structural equation modeling. Findings Cust
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Yao, Xi, and Wenjiao Ren. "<b>Enhancing Customer Experience: A Holistic Brand Strategy in the Metaverse</b>." Journal of Applied Business & Behavioral Sciences 1, no. 1 (2025): 115–35. https://doi.org/10.63522/jabbs.101006.

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The metaverse, dubbed the “new version of the digital world,” promises to fundamentally transform how customers interact with brands. This study regards the metaverse brand experience as a strategic resource initiated by organizations and analyzes how organizations manage brand experiences through metaverse technologies. Based on interviews with eight managers from different firms and 45 articles related to metaverse brand strategy from two industry platforms, a three-faceted, holistic metaverse brand strategy framework emerges: metaverse brand strategy drivers differentiate between internal a
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Ryder, Ian. "Customer experience." Journal of Brand Management 15, no. 2 (2007): 85–88. http://dx.doi.org/10.1057/palgrave.bm.2550127.

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Rohmayanti, Annisa Nur, Siti Zakiah, and Umi Sumarsih. "Consumer Perception on Aspects of The Think & Act Experience at The Gacoan Noodle Restaurant Gatot Subroto, Bandung City." INTERACTION: Jurnal Pendidikan Bahasa 10, no. 2 (2023): 743–51. http://dx.doi.org/10.36232/jurnalpendidikanbahasa.v10i2.4897.

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This study discusses consumer perceptions of the Thinking and Acting experience at the Gacoan Gatot Subroto Noodle Restaurant, Bandung City. Think is an experience that demands intelligence to create cognitive experiences and problem-solving by involving consumers creatively; the Act is designed to create consumer experiences that are related to the physical body. Customer Experience is a big key in a business or company; Customer Experience depends on the service provided to customers by a company. Customer Experience is simply a process, strategy, and new implementation of a company to manag
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Åkesson, Maria, Bo Edvardsson, and Bård Tronvoll. "Customer experience from a self-service system perspective." Journal of Service Management 25, no. 5 (2014): 677–98. http://dx.doi.org/10.1108/josm-01-2013-0016.

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Purpose – A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation processes to enhance customer experiences. The purpose of this paper is to analyze how customers’ experiences – both favorable and unfavorable – are formed by identifying the underlying drivers when using SSTs in the context of a self-service-based system. The authors also analyze customers’ journeys, which occur before, during, and after their experience with a self-service-based system with SSTs. Design/methodology/approach – An exploratory, inductive study examines customers’
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S, Kavitha, and Haritha P. "Building customer loyalty through customer experience management." Journal of Management and Science 6, no. 3 (2016): 288–94. http://dx.doi.org/10.26524/jms.2016.28.

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Customers are more demanding than ever. Creating superior customer experience is crucial in gaining competitive advantage in any business environment.Companies need to have a well-defined customer experience management strategy to determine a place in the competitive world. Customer Experience Management has gained importance in recent years. As companies are faced with the issues like decreasing customer loyalty, reduced scope of differentiation through product features, and with increasing costs of customer acquisition, it has become immensely important for companies to practice experience b
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Asiyah, Siti. "CUSTOMER INTIMACY VALUE STRATEGY BY IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT." Journal of Applied Management and Business (JAMB) 1, no. 1 (2020): 1–9. http://dx.doi.org/10.37802/jamb.v1i1.58.

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This article talks about a lot of systems to transform customers into resources proposed for organizations while making faithful customers. The technique that is the focal point in this article is customer Relationship Management (CRM). This is on the grounds that without a CRM system, organizations neglect to reap the advantages of CRM. CRM is fundamentally significant for the organization's future. CRM innovation empowers organizations to all the more likely comprehend customer conduct, foresee their conduct later on, give altered customer encounters, and assemble long haul customer connecti
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Dissertations / Theses on the topic "Customer Experience Strategy"

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Castillo-Jiménez, Andrea, and Eliana Gallardo-Echenique. "The role of customer experience in the omnichannel strategy during the purchasing proces." Associacao Iberica de Sistemas e Tecnologias de Informacao, 2020. http://hdl.handle.net/10757/656662.

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Nowadays, a hyper-connected consumer is not satisfied with using only one channel of everything the brand offers, but rather looks for the diversity of options to make their purchase. This research seeks to analyze how the customer experience is during the purchase process developed in the omnichannel strategy of the department store. The study used qualitative research methods to data gathering and analysis. To best capture customer experience, semi-structured interview, using open-ended questioning, was suited to data gathering. The participants were 13 customers who consented to be intervie
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Sundström, Gema, and Guha Kashyap. "CEMenting Growth : Customer Experience Management as a driver of Growth." Thesis, Högskolan i Halmstad, Akademin för ekonomi, teknik och naturvetenskap, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-31490.

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Purpose: The purpose of this study is the purpose of this study is to gain a more in-depth understanding of customer experience management and how it enables growth within an organization. Background: Customer Experience Management has been described as a process where the entire experience of a customer with a product/service and a company is strategically managed. It has been highlighted as a key area for organisations to focus on, yet, CEM is continuously being researched both by researchers and business practitioners as there is still a vague understanding on the topic. Nonetheless, CEM ha
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Moody, Christine Jane. "Investigating how customer insights inform strategy leading to brand differentiation in the retail sector." Thesis, Queensland University of Technology, 2015. https://eprints.qut.edu.au/87509/1/Christine_Moody_Thesis.pdf.

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Using qualitative research with case studies of firms in the Australian retail sector, this thesis explores the link between brand differentiation, customer insights, and strategy development to deliver a unique customer experience. The research focus is how brand expression is driven by customer insights. Findings indicate that customer experience is made tangible by the strategic design and alignment of the brand's expression and is crucial to retail success. A significant practical outcome is the development of the Brand Differentiated Model. Created as a tool to potentially assist retailer
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Vernon, Mona Masghati. "The role of customer experience in technology strategy : implications for product adoption in information technology." Thesis, Massachusetts Institute of Technology, 2011. http://hdl.handle.net/1721.1/67569.

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Thesis (S.M. in Engineering and Management)--Massachusetts Institute of Technology, Engineering Systems Division, System Design and Management Program, 2011.<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (p. 104-105).<br>This research identifies and describes the impact of customer experience on the adoption of information technology products. The research findings are applied to the business case of a global technology firm entering into in the cloud computing space. We chose a customer-centric lens in order to better understand how information technology is
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Patania, Fortunato. "The future of retailing: analysis of the context and development of the Omni-Channel strategy." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2018.

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Con la presente ricerca si pone in essere uno studio sulla dimensione del business del Retail, mediante un approccio teorico al quale sono stati correlati alcuni casi aziendali. Negli ultimi anni, l’evoluzione dello spettro di abitudini del consumatore, con la rapida diffusione delle tecnologie di rete, ha richiesto alle aziende di attuare approcci e strategie nuove ed integrate per il raggiungimento del successo aziendale. L’analisi dei segmenti di clientela ha dimostrato come l’avvento di Internet abbia inevitabilmente generato impatti sia sulla vita delle persone sia sul modo di fare imp
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Awaijan, Sara, and Elin Karlsson. "Upplevelsestrategi vid kundinteraktioner : En jämförandestudie om kundupplevelsen i kundservice på bank och elhandelsbolag." Thesis, Mälardalens högskola, Industriell ekonomi och organisation, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-49126.

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The rapid development of today’s society is accelerated with digitalization and the customers have more possibilities to compare businesses with each-other than before. The focus on Customer Experience have increased in popularity during the last decade and an increasing number of companies have begun to consider the importance of their customers, the society, and their personnel. This study explores the customer experience in two companies in different industries and how it can be expanded to increase competitiveness and the emotional value towards the customers. An energy company and a bank
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Layton, Cheryl Marie. "Relationship Between Hospital Size, Staff Communication, Physician Communication, and Patient Experience Scores." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/7816.

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Healthcare leaders who struggle to understand the importance of interactions between patients, staff, and physicians can result in poor patient experience. Healthcare care leaders who understand the importance of patient experience can develop customer service training modules and tutorials to improve organizational outcomes. The purpose of this correlational study was to examine the relationship between staff communication, physician communication, size of the hospital, and patient experience. House's path-goal theory was used to frame the study. Secondary data were collected from hospitals i
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Håkanson, Josefin. "User Experience Design as a Building Block in a B2B Company’s Market Strategy : An empirical study of how the user experience of a software service can be used to create increased customer value." Thesis, Linköpings universitet, Industriell ekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-172288.

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The after-sales pricing industry has, as many other industries, transformed with the digital era which have enabled automatization and scalable solutions. For companies pricing over 35 000 after sales items, scalable, digital solutions is needed. “The Company” International AB offers their SaaS solution Price, which integrates with the company’s ERP system and helps gain as much profits as possible by assisting with value-based pricing.  But lately, “The Company” has realized to be able to be market leading they need to ensure a better user experience (UX). This research’s aim was to understan
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Mantellina, Nicola, and Navarro Rosendo Solvas. "Branding and consumers in the kitchen appliances industry context : An exploratory study with a focus on customer experience." Thesis, Uppsala universitet, Industriell teknik, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-393583.

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Researchers have shown that strategies focused on building long-term competitive advantage tend to be more profitable for businesses. Further, companies have traditionally put their focus on strategies and on marketing tangible attributes of products and services such as quality, price and so on to differentiate from the competitors (Mascarenhas et al, 2006). Nonetheless, researchers have studied that consumers do not put any more emphasis in those characteristics when purchasing product or services underlining the needs to put the consumer as central aspect of a firm’s strategy (Morrison &amp
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Wedebrand, Axel, and Charlotta Ödling. "The Role of the Physical Store in an Omnichannel Strategy : A qualitative study of Generation Z in the Swedish fashion industry." Thesis, Umeå universitet, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-185314.

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The modern retail landscape is experiencing a continuous change due to digitalization. With the growing number of available channels, consumers' consequent behavior within the fashion retail environment are becoming ever more complex. Which thus poses a challenge for fashion retailers in trying to not only understand them, but how to serve them best. Along this evolution of retail due to digitalization, physical retail stores have closed down due to the increasing competition from e-commerce, although it remains the biggest distribution channel. The role of the physical store is thus experienc
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Books on the topic "Customer Experience Strategy"

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Shaw, Colin. Revolutionize your customer experience. Palgrave Macmillan, 2004.

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Diller, Stephen. Making meaning: How successful businesses deliver meaningful customer experiences. New Riders, 2008.

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Diller, Stephen. Making meaning: How successful businesses deliver meaningful customer experiences. New Riders, 2008.

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Popli, Sapna, and Bikramjit Rishi, eds. Crafting Customer Experience Strategy. Emerald Publishing Limited, 2021. http://dx.doi.org/10.1108/9781839097102.

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Shaw, Colin. Revolutionize Your Customer Experience. Palgrave Macmillan, 2004.

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Shaw, Colin. Revolutionize Your Customer Experience. Palgrave Macmillan, 2004.

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Shaw, Colin. Revolutionize Your Customer Experience. Palgrave Macmillan, 2016.

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Mildred, Raeann. Journey Mapping : Ideas for Providing a Memorable Customer Experience: Customer Experience Management Strategy. Independently Published, 2021.

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Rishi, Bikramjit, and Sapna Popli. Crafting Customer Experience Strategy: Lessons from Asia. Emerald Publishing Limited, 2021.

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Rishi, Bikramjit, and Sapna Popli. Crafting Customer Experience Strategy: Lessons from Asia. Emerald Publishing Limited, 2021.

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Book chapters on the topic "Customer Experience Strategy"

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Jacob, Florence. "Designing Your Customer Experience." In Augmented Customer Strategy. John Wiley & Sons, Inc., 2019. http://dx.doi.org/10.1002/9781119618324.ch8.

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Prior, Daniel D. "Customer Experience (CX) and Customer Journey." In B2B Customer Engagement Strategy. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-23409-5_3.

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Vanheems, Régine. "TheAugmentedCustomer Experience: Between Humanity and Robotization?" In Augmented Customer Strategy. John Wiley & Sons, Inc., 2019. http://dx.doi.org/10.1002/9781119618324.ch7.

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Shaw, Colin, and John Ivens. "Creating your customer experience strategy." In Building Great Customer Experiences. Palgrave Macmillan UK, 2002. http://dx.doi.org/10.1057/9780230554719_12.

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Vredenburg, Jessica, Simon J. Bell, and Evan Polman. "Employee-to-Customer Improvisation: A Value Creation Strategy for Navigating the Contemporary Consumption Experience." In The Future of Consumption. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-33246-3_21.

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AbstractThe potential contribution that employees can make to retail firms is changing as retailing is increasingly embracing online and digital capabilities. Retailers are tasked with the role of supplementing their primary commercial role by providing unique experiences. Existing theories in service management, for example, job autonomy and service scripting, can only provide part of the solution to the inevitable variability that emerges as employees work with customers to proactively create moments of delight and reactively recover from service failures. The importance of customer service
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Syed Ali Fathima, S. J., N. Yashwanth, N. Akshaya, and K. G. Sethu Balaji. "Enhancing Customer Experience in Restaurants Using Augmented Reality-Based Marketing Strategy." In Sustainable Digital Technologies for Smart Cities. CRC Press, 2023. http://dx.doi.org/10.1201/9781003307716-5.

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Tardieu, Hubert, David Daly, José Esteban-Lauzán, John Hall, and George Miller. "Case Study 5: Atos—Transforming Customer Experience and Contributing to Business Strategy." In Deliberately Digital. Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-37955-1_26.

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Rishi, Bikramjit, and Sapna Popli. "Getting Into the Customers, Shoes: Customer Journey Management." In Crafting Customer Experience Strategy. Emerald Publishing Limited, 2021. http://dx.doi.org/10.1108/978-1-83909-710-220211002.

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"Customer Experience Strategy: Building a Customer Experience Organization." In Customer-Centric Marketing. John Wiley & Sons, Inc., 2015. http://dx.doi.org/10.1002/9781119154785.ch06.

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"Chapter 7 Customer Centricity – Delivering Great Customer Experience." In Digital Business Strategy. De Gruyter, 2023. http://dx.doi.org/10.1515/9783111034713-013.

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Conference papers on the topic "Customer Experience Strategy"

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Redimano, Joshua Miguel, Reihan Craig Mangaban, Juliezher M. Colaljo, and Donn Enrique L. Moreno. "Exploring the Influence of Omni Channel Marketing Strategy on Customer Behavior and Experience: The Case of Motorcycle and Automotive Companies." In 2024 International Conference on Innovation, Knowledge, and Management (ICIKM). IEEE, 2024. https://doi.org/10.1109/icikm63301.2024.00012.

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Ganor, Zvi M. "THE EXPERIENCE–PROFIT CHAIN CUSTOMER EXPERIENCE ROLE IN MARKETING STRATEGY." In 34th International Academic Conference, Florence. International Institute of Social and Economic Sciences, 2017. http://dx.doi.org/10.20472/iac.2017.034.017.

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Trifonova, Larisa. "Using service design to improve customer experience in service marketing." In Conferința științifică națională cu participare internațională "Integrare prin cercetare și inovare", dedicată Zilei Internaționale a Științei pentru Pace și Dezvoltare. Moldova State University, 2025. https://doi.org/10.59295/spd2024j.98.

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In today’s world, where competition in the service market is becoming increasingly fierce, creating a unique and memorable customer experience is becoming a key factor in the success of companies. This article examines the use of service design as an effective tool for improving customer experience in services marketing. Service design is an interdisciplinary approach that integrates the methods and principles of design, marketing and management to create high-quality customer experiences. The author analyzes the main components of service design, such as researching customer needs, developing
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Chan, Weng-io, and Hsien-Hui Tang. "Bridging Business Challenges: Optimizing Brand Experiences with Experience Strategy-Oriented Design Thinking." In 15th International Conference on Applied Human Factors and Ergonomics (AHFE 2024). AHFE International, 2024. http://dx.doi.org/10.54941/ahfe1004951.

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This paper explores a new approach to help organizations drive value through experience, by combining experience strategy with design thinking to bridge the gap between experience design and business environment. This new process helps designers take a holistic view of the business experience, solving the problem of human-centered design that does not necessarily solve a business challenge or benefit the brand. The result is more efficient and precise experience strategies and solutions to achieve business goals. We implemented this methodology in the leading Taiwanese home furnishing firm, en
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Zhang, Wenmin, Zhenquan Sha, Juan Li, and Xiaoyu Wang. "Customer Experience Management Models: Perspectives from Environment, Psychology and Strategy." In 2010 International Conference on Management and Service Science (MASS 2010). IEEE, 2010. http://dx.doi.org/10.1109/icmss.2010.5577094.

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Gan Yong and Li Derong. "Strategy for service innovation of hotel based on customer experience." In 2012 International Conference on Information Management, Innovation Management and Industrial Engineering (ICIII). IEEE, 2012. http://dx.doi.org/10.1109/iciii.2012.6339733.

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Muhammad, Taley, and Yulia Stukalina. "Real-time customer communication in e-commerce: improving customer experience, satisfaction and loyalty." In 14th International Scientific Conference „Business and Management 2024“. Vilnius Gediminas Technical University, 2024. http://dx.doi.org/10.3846/bm.2024.1162.

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In the era of business digital transformation, real-time customer communication has attracted a lot of attention. The purpose of the research is to investigate how real-time customer communication affects the success of ecommerce businesses, with an emphasis on how prompt and efficient communication can raise customer satisfaction, lower cancellation rates and make companies accomplish a competitive advantage. The research is focused on examining various real-time communication channels including social media, Chatbots, live chat, etc. Additionally, the study also goes over the advantages of u
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Behare, Nitesh, Shrikant Waghulkar, and Saurabh A. Shah. "A Theoretical Perspective on Customer Experience (CX) in Digital Business Strategy." In 2018 International Conference on Research in Intelligent and Computing in Engineering (RICE). IEEE, 2018. http://dx.doi.org/10.1109/rice.2018.8509079.

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Patel, Nadirsh, and Harshal Kudupley. "A Loss-Based Approach to Controlling the Optimum Power Request of an Energy Provider Such as a Fuel Cell." In WCX SAE World Congress Experience. SAE International, 2025. https://doi.org/10.4271/2025-01-8548.

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&lt;div class="section abstract"&gt;&lt;div class="htmlview paragraph"&gt;Optimizing energy providers like fuel cells and engines involves considering various factors, constraints, and requirements. These include NVH (Noise, Vibration, and Harshness), durability, operating point efficiency, and customer expectations. Different energy providers prioritize these factors differently. For instance, NVH is crucial for engines due to customer expectations regarding start-up, sound, and power delivery based on accelerator input. In contrast, fuel cells face fewer constraints but must consider noise f
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Canós Darós, Lourdes, Mais Hamdan, and Ester Guijarro. "Factors that influence the people to provide an online review." In INNODOCT 2022. Editorial Universitat Politècnica de València, 2023. http://dx.doi.org/10.4995/inn2022.2022.15714.

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Understanding the market in which companies operate is important for all business activities. Social media facilitate the customers to comment, create and share their opinions across online networks and exchange information, in addition to the ease of direct access to the companies, marketers, and brands. In marketing, social media plays an important role in achieving the company’s business goals and reputation besides it’s an integral part of our daily life. Social media make it easier for companies and businesses to contact their customers and know more about customers’ needs. Therefore, soc
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Reports on the topic "Customer Experience Strategy"

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Seybold, Patricia. Customer Portals: Central to Your Customer Experience Strategy. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/psgp1-27-05cc.

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Marshak, Ronni. How to Think About Your Customer Experience and User Experience Design Strategy. Patricia Seybold Group, 2011. http://dx.doi.org/10.1571/psgp06-23-11cc.

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Bonzi, Augusto, Eric Boeck, Michelle Hallack, et al. Electrokit: Power Utility Toolkit-Electricity Loss Reduction. Inter-American Development Bank, 2021. http://dx.doi.org/10.18235/0003781.

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The Electrokit is an initiative created by the IDB to strengthen transformation and continuous improvement of electric utilities in the LAC region. The Electrokit is organized in 16 activities that are common to most electricity utilities. This publication presents the indicators and best practices related to Electricity Loss Reduction. The aim of the toolkit is to provide power utilities, policy and decision-makers access to best practices, current trends, and expertise to: (i) identify challenges, develop a strategy and action plan for addressing them; and (ii) support utilities to be more s
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Bonzi, Augusto, Eric Boeck, Michelle Hallack, et al. Electrokit: Power Utility Toolkit–Quality of Technical Service. Inter-American Development Bank, 2021. http://dx.doi.org/10.18235/0003782.

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The Electrokit is an initiative created by the IDB to strengthen transformation and continuous improvement of electric utilities in the LAC region. The Electrokit is organized in 16 activities that are common to most electricity utilities. This publication presents the indicators and best practices related to Quality of Technical Service. The aim of the toolkit is to provide power utilities, policy and decision-makers access to best practices, current trends, and expertise to: (i) identify challenges, develop a strategy and action plan for addressing them; and (ii) support utilities to be more
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LaRaine Ingram, Keisha. Co-Creation in Marketing and Brand Strategy. Vilnius Business College, 2024. https://doi.org/10.57005/ab.2024.2.2.

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Co-creation in branding and marketing strategy represents a paradigm shift from traditional, company- centric approaches to more interactive, customer-centric models. This concept involves engaging customers as active participants in the creation and enhancement of products, services, and brand experiences. Co-creation fosters deeper customer engagement and loyalty and drives innovation and competitive advantage. The theoretical foundations of co-creation can be traced to service-dominant logic, which emphasizes the role of the customer as a co-creator of value rather than a passive consumer.
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Bonzi Teixeira, Augusto, Eric Fernando Boeck Daza, Michelle Carvalho Metanias Hallack, Virginia Snyder, Arturo Daniel Alarcon Rodriguez, and Leopoldo Montanez. Electrokit: Power Utility Toolkit-The Overview: Best Practices in Electric Power Distribution Companies in the Latin America and Caribbean Region. Inter-American Development Bank, 2021. http://dx.doi.org/10.18235/0003764.

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The Electrokit is an initiative created by the IDB to strengthen transformation and continuous improvement of electric utilities in the LAC region. It follows international standards that characterize and evaluate utilities based on indicators and best practices. The Electrokit is organized in 16 activities that are common to most electricity utilities. The aim of the toolkit is to provide power utilities, policy and decision-makers access to best practices, current trends, and expertise to: (i) identify challenges, develop a strategy and action plan for addressing them; and (ii) support utili
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Rivera Picado, Carlo Magno, Lucia Latorre, Eduardo Rego, Lorenzo De Leo, and Mariana Gutierrez. Tech Report: RPA. Inter-American Development Bank, 2024. http://dx.doi.org/10.18235/0013018.

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The scalability of RPA allows companies to adjust their robotic workforce according to fluctuating demands, improving not only operational efficiency but also employee satisfaction and strategic focus. With applications ranging from data processing and verification to supply chain management, RPA has become a transformative tool in sectors such as banking, retail, customer support, and human resources management, demonstrating its potential to optimize processes and improve decision-making across a wide range of industries. The adoption of RPA in Latin America, partly driven by the COVID-19 pa
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Crosignani, Matteo, Lina Han, Marco Macchiavelli, and André F. Silva. Geopolitical Risk and Decoupling: Evidence from U.S. Export Controls. Federal Reserve Bank of New York, 2024. http://dx.doi.org/10.59576/sr.1096.

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Amid the current U.S.-China technological race, the U.S. has imposed export controls to deny China access to strategic technologies. We document that these measures prompted a broad-based decoupling of U.S. and Chinese supply chains. Once their Chinese customers are subject to export controls, U.S. suppliers are more likely to terminate relations with Chinese customers, including those not targeted by export controls. However, we find no evidence of reshoring or friend-shoring. As a result of these disruptions, affected suppliers have negative abnormal stock returns, wiping out $130 billion in
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