Filter by Tag: Customer Experience.

Pathways for Innovation

Pathways for Innovation Reviewer Dr. Lourival Carmo Monaco Neto, Postdoctoral Research Associate Article Break Out to Open Innovation by Denis Bettenmann, Ferran Giones, Alexander Brem and Philipp Gneiting Journal MIT Sloan Management Review, Winter 2022 Summary We...



The Customer Journey: Where are You Going Wrong?

The Customer Journey: Where are You Going Wrong? Reviewer Dr. Luciano Thomé e Castro, International Adjunct Professor Article What You’re Getting Wrong About Customer Journeys by Ahir Gopaldas and Anton Siebert Magazine Harvard Business Review Summary Depending on the...



Infusing Emotion into the Customer Journey

Article The Magic that Makes Customer Experiences Stick. Stefan Thomke. Journal MIT Sloan Management Review. September 2019. Vol 61, No. 1 Reviewer Dr. Luciano Castro, Clinical Associate Professor Summary Mapping the customer journey and thinking of ways to improve...