... . Customer experience Artificial intelligence Customer experience management Digital twins Customer experience (CX) is a cornerstone of organizational success, shaping customer satisfaction, loyalty, revenue and even employee satisfaction (Rawson et al., 2013). CX encompasses interactions...

..., interest in customer experience management (CEM), as an approach for strategic differentiation, has intensified. Numerous reports provide an indication of this strategic potential: Gartner (2014) suggests that 89% of the companies compete based on the customer experience (CE); Walker (2013) highlights...

... these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced. Customer experience management Person-centered care Cocreation Shared value Multi-stakeholder experience design This is a conceptual paper that draws upon three distinct literatures...