... ; Hollebeek, Sprott, & Brady, 2021) have examined digital and media customer engagement. In the context of our study, the seminal work of Boateng & Okoe (2015) provides a foundational basis for studying social media engagement. Social media branded Customer experience Customer engagement...

... or expanding market impact – are equally significant. Anthony Marshall can be contacted at: anthony2@us.ibm.com © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Customer experience Digital platforms Digital market-making strategy Platform...

...-term results. © Emerald Group Publishing Limited 2013 Customer relationship management Customer loyalty Customer experience Extreme trust IT strategy IT system design Most businesses and other organizations operating today think that they are already customer-centric...

... Publishing Limited 2012 Innovation Market differentiation Market uncertainty Market research Disruptive technology Market opportunities Managing surprise Customer experience All the management books on Amazon.com with the word “surprise” in their title promote approaches to avoid...

... be contacted at: brian.leavy@dcu.ie © Emerald Group Publishing Limited 2012 Collaborative innovation Design thinking Value co‐creation “Pull” Business innovation Increasing returns to scale Customer experience DART principles Organizational innovation Design and development I am sure...

.... Stephen Denning can be contacted at: steve@stevedenning.com © Emerald Group Publishing Limited 2011 Customer expectations Customer capitalism Customer interactions Measuring customer delight Net Promoter Score User stories Customer experience Team velocity Time‐based competition...