...Gautam Jha; Jesse Wright; Aishwarya Singhal; Yaofu Zhang; Jamie Burton; Janet R. McColl-Kennedy Purpose Artificial intelligence (AI) agents have the potential to fundamentally change customer experience (CX) by addressing vulnerability. Advancements in AI offer service accessibility...

... to the services and customer experience (CX) literature, addressing complex challenges in CX management. Unlike traditional software tools that rely on static dashboards or front-end interfaces that merely display descriptive statistics or historical data, a CX digital twin integrates real-time data streams...

... designers and service managers design and infuse VAs in service frontlines within smart service systems, in ways that promise to enhance customer experiences and make services more inclusive. Originality/value By addressing the interplay between VAs’ frequency- and time-related paralinguistic features...

... and examines how service firms can use smart technologies, such as intelligent automation (IA), artificial intelligence (AI), and service robots, to improve their customer experience (CX). Design/methodology/approach This conceptual article draws insights from the literature on healthy aging in consumer...

...’ experiences with P2P platform services through focus groups and in-depth interviews. The data were interpreted by applying customer experience as a conceptual lens, following the principles of enabled theorizing and systematic combining. Findings The study conceptualizes “uncertainty” in P2P platforms...

...Anders Gustafsson; Delphine Caruelle; David E. Bowen Purpose The purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience (EX) and human experience (HX). Design/methodology...

...Bernd F. Reitsamer; Nicola E. Stokburger-Sauer; Janina S. Kuhnle Purpose Effective customer journey design (ECJD) is considered a key variable in customer experience management and an essential source of brand meaning and pro-brand behavior. Although previous research has confirmed its importance...

...) model for future research into this integration. In the business environment, AI is increasingly used to facilitate data-driven decision-making, automate complex processes and deliver personalized customer experiences (Davenport and Ronanki, 2018 ; Huang and Rust, 2018). With its capabilities...

...Frédéric Ponsignon; Laura Phillips; Philip Smart; Nicholas Low Purpose This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals. Design/methodology/approach Case-based research is undertaken...

... customer and service experiences. This article reviews prior works on the role technology plays in terms of customer experiences across various fields of research, including consumer, marketing and service literature. Adopting an experiential and phygital perspective as well as considering...

... customer experiences. © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only To deliver superior customer experiences, retailers are increasingly turning to augmented reality (AR) technologies for new digital services that can enhance their customer...

... for the measurement of omnichannel customer experience that contributes to the literature. In modern omnichannel service deliveries and communications, a measurement approach based on proximity fulfills the need to reconcile customer experiences at both remote and physical touchpoints for a holistic and coherent...

... Customer experience Immersive technologies Metaverse Netnography Service experience Virtual reality Virtual worlds Service researchers have been characterized as innovative, inclusive, practical, interdisciplinary and, above all, focused on the human perspective (Gustafsson and Kristensson...

.... Conversational agents TRISEC Customer experience Artificial intelligence Service logic Service management Interactive customer communication technologies, namely conversational agents (CA), are attracting the attention of firms by promises of reduced costs and better service coverage. For example...

...Frédéric Ponsignon Purpose This article aims to provide an understanding of how utilitarian services can make the customer experience more hedonic. Design/methodology/approach The author performs an in-depth case study of a leading wealth management firm that is reinventing its business model...

... delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes. Design/methodology/approach The study uses a discovery...

...Susan Stead; Gaby Odekerken-Schröder; Dominik Mahr Purpose This article investigates the role of schemas in shaping customer experiences in new servicescapes, across the customer journey. The authors take a customer perspective that reveals how schematic information processing takes place at four...

...Luisa Gonçalves; Lia Patrício; Jorge Grenha Teixeira; Nancy V. Wünderlich Purpose This article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding...

...Larissa Becker; Elina Jaakkola; Aino Halinen Purpose Customer experience research predominantly anchors the customer journey on a specific offering, implying an inherently firm-centric perspective. Attending calls for a more customer-centric approach, this study aims to develop a goal-oriented...

...Philipp ‘Phil' Klaus; Aikaterini Manthiou Purpose This paper’s objective is to raise awareness of how customer experience (CX) research, a key construct of modern-day service research, needs to be revisited in view of the pandemic. Particularly, we examine whether CX-related service research...