Customer Experience (CX) Management

About Customer Experience (CX) Management

This is a podcast series by Prof. Anders Gustafsson (https://www.bi.edu/about-bi/employees/department-of-marketing/anders-gustafsson/) and Assoc. Prof. Carlos Velasco (www.carlosvelasco.info/), at BI Norwegian Business School, about topics related to customer experience (CX) management. Hosted on Acast. See acast.com/privacy (https://acast.com/privacy) for more information.

Publisher

Prof. Anders Gustafsson and Assoc. Prof. Carlos Velasco

Category

business · business · education

Language

en

Explicit

No

First episode

8 Sept 2021

Latest episode

5 Aug 2025

Latest episodes

46 episodes in the feed.

1. 

   5 Aug 2025

   E46 - Manipulation in marketing

   In this podcast, Carlos Velasco interviews Maria Arango-Kure (https://ju.se/center/mmtc/people/researchers/2022-09-02-maria-arango-kure.html) about her work on manipulation in marketing. This interview is based on this article: Arango-Kure, M., & Garz, M. (2025). Manipulation: An integrative framework of unethical influence in marketing (https://www.sciencedirect.com/science/article/pii/S0148296325002991). Journal of Business Research, 197, 115476. Hosted on Acast. See acast.com/privacy (https://acast.com/privacy) for more information.

2. 

   17 Dec 2023

   E45 - Humour and advertising

   “Humour is a way to show that you are smart without bragging.” ― Mark Twain In this podcast, Carlos Velasco interviews Chi Hoang (https://escp.eu/hoang-chi), Klemens Knöferle (https://www.bi.no/om-bi/ansatte/institutt-for-markedsforing/klemens-knoferle/), and Luk Warlop (https://www.bi.edu/about-bi/employees/department-of-marketing/luk-warlop/) about their work on humour and advertising. This interview is based on this article: Hoang, C., Knöferle, K., & Warlop, L. (2023). Using different advertising humor appeals to generate firm-level warmth and competence impressions (https://www.sciencedirect.com/science/article/pii/S0167811623000484). International Journal of Research in Marketing, 40, 741-759 Hosted on Acast. See acast.com/privacy (https://acast.com/privacy) for more information.

3. 

   10 Dec 2023

   E44 - Multisensory food experiences in extended reality

   In this podcast, Carlos Velasco interviews Dr. Janice Wang (http://www.qianjanicewang.com/) and Dr. Francisco Barbosa Escobar (https://fbarbosaescobar.com/) about their work on multisensory extended reality food experiences. This interview is based on this project (https://www.carlsbergfondet.dk/en/Forskningsaktiviteter/Bevillingsstatistik/Bevillingsoversigt/CF19_0587_Qian-Janice-Wang) and these articles: Barbosa Escobar, F., Petit, O., & Velasco, C. (2021). Virtual terroir and the premium coffee experience (https://www.frontiersin.org/articles/10.3389/fpsyg.2021.586983/full). Frontiers in Psychology, 12:586983. Barbosa Escobar, F., & Wang, Q. J. (2023). Climate Crisis: A Proof-of-concept using social media-based augmented reality lens as behavioural intervention (https://papers.ssrn.com/sol3/papers.cfm?abstract_id=4550320). In 15th Pangborn Sensory Science Symposium: Meeting New Challenges in a Changing World. Kleinberger, R., van Troyer, A., Wang, Q. J. (2023). Auditory seasoning filters: Altering food perception via augmented sonic feedback of chewing sounds (https://dl.acm.org/doi/10.1145/3544548.3580755). In CHI ’23: ACM CHI Conference on Human Factors in Computing Systems, April 23 -28, 2023, Hamburg, Germany. ACM, New York. Nivedhan, A., Mielby, L. A., & Wang, Q. J. (2020). The influence of emotion-oriented extrinsic visual and auditory cues on coffee perception: A virtual reality experiment (https://doi.org/10.1145/3395035.3425646). Companion Publication of the 2020 International Conference on Multimodal Interaction, 301–306. Petit, O., Velasco, C., Wang, Q. J., & Spence, C. (2022). Consumer consciousness in multisensory extended reality (https://doi.org/10.3389/fpsyg.2022.851753). Frontiers in Psychology, 13:851753 Velasco, C., Barbosa Escobar, F., Petit, O., & Wang, Q. J. (2021). Impossible (food) experiences in extended reality (https://www.frontiersin.org/articles/10.3389/fcomp.2021.716846/full). Frontiers in Computer Science, 3:716846. Hosted on Acast. See acast.com/privacy (https://acast.com/privacy) for more information.

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Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.