PODCAST · business
Customer Experience (CX) Management
by Prof. Anders Gustafsson and Assoc. Prof. Carlos Velasco
This is a podcast series by Prof. Anders Gustafsson and Assoc. Prof. Carlos Velasco, at BI Norwegian Business School, about topics related to customer experience (CX) management. Hosted on Acast. See acast.com/privacy for more information.
Episodes
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E46 - Manipulation in marketing
In this podcast, Carlos Velasco interviews Maria Arango-Kure 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. Journal of Business Research, 197,...
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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, Klemens Knöferle, and Luk Warlop about their work on humour and advertising. This interview is based on this article: Hoang, C., Knöferle, K., & Warlop, L. (2023).…
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E44 - Multisensory food experiences in extended reality
In this podcast, Carlos Velasco interviews Dr. Janice Wang and Dr. Francisco Barbosa Escobar about their work on multisensory extended reality food experiences. This interview is based on this project and these articles: Barbosa Escobar, F., Petit, O., & Velasco, C. (2021). Virtual terroir and…
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E43 - Aesthetic preferences
In this podcast, Carlos Velasco interviews Dr. Enric Munar and Dr. Erick Chuquichambi about their work on aesthetic preferences. The interview is based on this article: Chuquichambi, E. G., Vartanian, O., Skov, M., Corradi, G. B., Nadal, M., Silvia, P. J., & Munar, E. (2022). How universal is...
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E42 - Sonic branding and experiences
In this podcast, Carlos Velasco interviews Prof. Charles Spence (University of Oxford) about his work on sonic branding and experiences. The interview is based on this article: Keller, S. & Spence, C. (2023). Sounds like branding: Cognitive principles and crossmodal considerations for the design…
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E41 - What makes brand names special? Insights from cognitive psychology
In this episode, Carlos interviews Professor Manuel Perea and PhD student Melanie Labusch at the University of Valencia and PhD student from Nebrija University, about their work on brand names recognition and what makes brand names special, from the perspective of cognitive psychology. You can...
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E40 - Welcome to Season 4
Welcome to Season 4 by Anders Gustafsson (https://www.bi.edu/about-bi/employees/department-of-marketing/anders-gustafsson/) and Carlos Velasco (https://carlosvelasco.info/) at BI Norwegian Business School. Hosted on Acast. See acast.com/privacy for more information.
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E39 - What makes NFTs valuable?
In this episode, Carlos interviews Associate Professors Tuba Yilmaz and Sofie Sagfossen about their work on what makes NFTs valuable. This podcast is based on the following article which has been just accepted for publication in the Journal of Business Research an will be accessible online during...
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E38 - Luxury customer experiences: From concepts to practice
In this episode, Carlos interviews Associate Professor Lewis Lim about his work and practice on luxury customer experiences in Singapore and beyond. For more information about Lewis, please visit his website: https://dr.ntu.edu.sg/cris/rp/rp00310 and LinkedIn:...
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E37 - Customer experiences in Web 3.0.
In this episode, Carlos interviews Viviek (aka @TheDegenCreator on Twitter) about his work and practice on customer experiences in Web 3.0. For more information about Viviek, please visit his Twitter account: https://twitter.com/TheDegenCreator or his LinkedIn:...
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E36 - Risk perception, social norms, and food in the context of customer experiences
In this episode, Carlos interviews Professor Nina Veflen, BI Norwegian Business School, about their work on risk perception, social norms, and food in the context of customer experiences. For more information about Nina, please visit:...
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E35 - The role and impact of digital transformations on the customer experience
In this episode, Carlos interviews Professor Carlos Flavián, Professor Carlos Orús, and Assistant Professor Sergio Ibáñez-Sánchez, Universidad de Zaragoza, about their work on the role and impact of digital transformations on the customer experience. This podcast is based on the following…
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E34 - Managing sound and noise in customer experiences
In this episode, Carlos interviews Associate Professor Felipe Reinoso Carvalho, Universidad de los Andes, about his work on managing sound and noise in customer experiences. For more information, visit his website http://sonictaste.weebly.com/, Twitter: @sonictaste, and IG: @percepcionysentidos…
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E33 - (Non-face) emojis in digital customer experiences
In this episode, Carlos interviews Senior Lecturer Yimin Cheng, Monash University, about his work on (non-face) emojis in digital customer experiences. For more information, visit his website https://jaimexyz365.wixsite.com/yimincheng The discussions is based on the following published paper:...
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E32 - Past, present, and future of Neuromarketing
In this episode, Carlos interviews Professor Gemma Calvert at Nanyang Technological University about her work on Neuroscience and Neuromarketing, and the past, present, and future of Neuromarketing. For more information, visit her personal website http://gemmacalvert.com/ and her company's…
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E31 - The Ape Society experience
In this episode, Carlos interviews the founders of The Ape Society, a project on the Cardano blockchain that focuses on art, community, ecosystem, and utility. For more information, visit their website: https://www.theapesociety.io/ and their discord: https://discord.com/invite/theapesociety The...
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E30 - Consulting and VR business experiences
In this podcast, Carlos Velasco interviews consultant Håkon Wik Heltne (https://www.linkedin.com/in/h%C3%A5konwh/) about consulting and VR business experiences. Hosted on Acast. See acast.com/privacy for more information.
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E29 - Aesthetic experiences
In this podcast, Carlos Velasco interviews PhD student Maria Pombo (https://mariapombo.netlify.app) about her work on aesthetic experiences. The interview is based on these articles: Pombo, M., Brielmann, A., & Pelli, D. G. (2022, March 4). The intrinsic variance of beauty judgment....
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E28 - Customer journey management
In this episode, Anders interviews Jochem van der Veer (https://www.linkedin.com/in/jochemvanderveer/?originalSubdomain=nl) about customer journey management. Hosted on Acast. See acast.com/privacy for more information.
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E27 - Neuroscience, public health, and customer experiences
In this podcast, Carlos Velasco interviews Dr. Olivia Petit (https://student.kedge.edu/faculty-directory/olivia-petit) about her work on neuroscience, public health, and customer experiences. The interview is based on these articles: Petit, O., Merunka, D., Anton, J. L., Nazarian, B., Spence, C.,...
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E26 - Machine psychology and customer experiences
In this podcast, Carlos interviews Dr. Alejandro Salgado, experimental psychologist and CEO of Atrianna (https://atrianna.com/en/), about his work on machine psychology and customer experiences. You can see more about him here: https://www.linkedin.com/in/asalgadom Hosted on Acast. See...
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E25 - Voices in customer experiences
In this episode, Anders and Carlos interview Allison Smith, a professional voice talent, specializing in voicing telephone systems (https://www.theivrvoice.com/), about designing customer experiences through voices. Hosted on Acast. See acast.com/privacy for more information.
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E24 - Student experiences
In this podcast, Carlos interviews Dr. Juan Carlos Arboleya (https://www.bculinary.com/en/masters/master-in-gastronomic-sciences#profesores) about student experience design, as part of his role as director of the master's in Gastronomic Sciences at the Basque Culinary Centre (Spain). For more...
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E23 - Neuroscience and customer experiences
In this podcast, Anders interviews Dr. Nanouk Verhulst (https://smit.vub.ac.be/team/nanouk-verhulst) about her work on neuroscience and customer experiences. The discussions is based on the following published paper: Verhulst, N., De Keyser, A., Gustafsson, A., Shams, P., & Van Vaerenbergh, Y....
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E22 - Advertising and customer experiences
In this podcast, Carlos interviews Alberto Triana (IG: @atrianaw), Creative Director at VMLY&R Commerce (former Geometry North America) in New York City, about his work designing experiences through advertising. For more information about him and his work, visit his website:...
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E21 - Designing memorable experiences
What can we learn from a chef when it comes to designing memorable food experiences? In this podcast, Carlos interviews Chef Pablo Naranjo (IG: @chefpablonaranjo) about his work on designing food experiences in different countries, and for different groups of people, from around the world. For…
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E20 - Augmented reality and customer experiences
In this podcast, Carlos interviews Dr. Ana Javornik (https://javornik.me/) about her work on augmented reality and customer experiences. The discussions is based on the following published paper: Javornik, A., Marder, B., Pizzetti, M., & Warlop, L. (2021). Augmented self-The effects of virtual…
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E19 - Blockchain and customer experiences
In this podcast, Carlos interviews Dr. Teck Ming (Terence) Tan (https://www.linkedin.com/in/teck-ming-terence-tan-829b4664/) about his work on blockchain technology and customer experiences. The discussion is based on the following published paper: Tan, T. M., & Salo, J. (in press). Ethical...
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E18 - Customer journeys
In this podcast, Anders interviews Dr. Larissa Becker (https://www.linkedin.com/in/larissa-becker-15186515/?originalSubdomain=fi) about her work on customer journeys. Hosted on Acast. See acast.com/privacy for more information.
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E17 - Approaches to measuring customer experiences
In this podcast, Anders interviews Dr. Tim Keiningham (https://www.stjohns.edu/academics/faculty/timothy-l-keiningham) about his work on measuring customer experiences. Hosted on Acast. See acast.com/privacy for more information.
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E16 - Managing fan experiences during sports events
In this podcast, Anders interviews Stefan Larsson about managing fan experiences during sports events. Stefan Larsson is the current CEO of Färjestad Hockey (https://www.farjestadbk.se/) which is one of the most successful hockey clubs in Europe. Hosted on Acast. See acast.com/privacy for more...
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E15 - Welcome to Season 2
Welcome to Season 2 podcast by Anders Gustafsson (https://www.bi.edu/about-bi/employees/department-of-marketing/anders-gustafsson/) and Carlos Velasco (https://carlosvelasco.info/) at BI Norwegian Business School. Hosted on Acast. See acast.com/privacy for more information.
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E14 - Season finale
In this episode, Anders Gustafsson and Carlos Velasco reflect on the first season, and the future of, the customer experience management podcast. Hosted on Acast. See acast.com/privacy for more information.
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E13 - Meaningful food experiences
In this podcast, Carlos Velasco interviews Charles Michel (IG: charlesxmichel) about meaningful food experiences. You can learn more about his work here: https://charlesxmichel.com/ Hosted on Acast. See acast.com/privacy for more information.
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E12 - NFTs and AI Art
In this podcast, Carlos Velasco interviews William Woodall about AI Art and non-fungible token experiences. You can learn more about his work here: entheosart.com/ (Twitter: @EntheosAI) and about how NFTs create value here...
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E11 - Art in customer experiences
In this podcast, Carlos Velasco interviews Dr Chloe Preece (https://pure.royalholloway.ac.uk/portal/en/persons/chloe-preece(685e1693-34bd-40fc-9580-3d73f53c48a6).html) about her work on art in customer experiences. The interview capitalizes on the report "The story of immersive users" (PDF)...
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E10 - Emotions in customer experiences
In this podcast, Anders Gustafsson interviews Dr. Anne Kranzbuhler (https://www.tudelft.nl/io/over-io/personen/kranzbuehler-a-m) about her work on emotions in customer experiences. The interview is based on Kranzbühler, A. M., Zerres, A., Kleijnen, M. H., & Verlegh, P. W. (2020). Beyond valence…
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E9 - Chatbots
In this podcast, Anders Gustafsson interviews Dr. Karim Sidaoui (https://www.ru.nl/english/people/sidaoui-k/) about his work on chatbots. The interview is based on Sidaoui, K., M. Jaakkola, and J. Burton. "AI feel you: customer experience assessment via chatbot interviews." Journal of Service...
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E8 - Luxury experiences
In this podcast, Anders Gustafsson interviews Dr. Jonas Holmqvist (https://student.kedge.edu/faculty-directory/jonas-holmqvist) about his work on luxury experiences. The interview is based on Wirtz, Jochen, Jonas Holmqvist, and Martin P. Fritze. "Luxury services." J. Serv. Manage. 31.4 (2020):...
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E7 - Augmented and virtual reality experiences
In this podcast, Carlos Velasco interviews Dr. Janice Wang (http://www.qianjanicewang.com/) and PhD student Francisco Barbosa (https://fbarbosaescobar.com/) on augmented and virtual reality experiences. This interview is based on this article: Wang, Q. J., Escobar, F. B., Da Mota, P. A., &…
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E6 - Digital sensory marketing
In this podcast, Carlos Velasco interviews Dr. Olivia Petit (https://student.kedge.edu/faculty-directory/olivia-petit) about her work on digital sensory marketing and digital multisensory experiences. The interview is based on these articles: Petit, O., Velasco, C., & Spence, C. (2019). Digital...
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E5 - Fundamental premises
In this podcast, Anders Gustafsson interviews Dr. Larissa Becker (https://www.linkedin.com/in/larissa-becker-15186515/?originalSubdomain=fi) about her work on fundamental premises of customer experiences. The discussions is based on the following published paper: Becker, L., & Jaakkola, E.…
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E4 - Sensehacking
In this podcast, Carlos Velasco interviews Dr. Charles Spence (https://www.psy.ox.ac.uk/team/charles-spence) about his work on Sensehacking or hacking the senses for customer experiences, as well as happier, healthier living. The interview is based on this book: Spence, C. (2021). Sensehacking…
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E3 - Touchpoints, qualities, and contexts
In this podcast, Anders Gustafsson interviews Dr. Arne de Keyser(https://www.edhec.edu/en/faculty-and-researchers/de-keyser-arne-phd) about his work on touchpoints, qualities, and context corner stones to understand customer experience. The interview is based on the following published article De...
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E2 - The role of AI in customer experience
In this podcast, Anders Gustafsson interviews Dr. Markus Giesler (https://www.mgiesler.com/) about his work on the role of AI in customer experience. The interview is based on the following published paper Puntoni, S., Reczek, R. W., Giesler, M., & Botti, S. (2021). Consumers and artificial...
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E1 - Introduction to customer experience management
By Anders Gustafsson and Carlos Velasco BI Norwegian Business School. Hosted on Acast. See acast.com/privacy for more information.
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ABOUT THIS SHOW
This is a podcast series by Prof. Anders Gustafsson and Assoc. Prof. Carlos Velasco, at BI Norwegian Business School, about topics related to customer experience (CX) management.
Hosted on Acast. See acast.com/privacy for more information.
HOSTED BY
Prof. Anders Gustafsson and Assoc. Prof. Carlos Velasco
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Frequently Asked Questions
How many episodes does Customer Experience (CX) Management have?
Customer Experience (CX) Management currently has 46 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Customer Experience (CX) Management about?
This is a podcast series by Prof. Anders Gustafsson and Assoc. Prof. Carlos Velasco, at BI Norwegian Business School, about topics related to customer experience (CX) management. Hosted on Acast. See acast.com/privacy for more information.
How often does Customer Experience (CX) Management release new episodes?
Customer Experience (CX) Management has 46 episodes. Check the episode list to see recent publication dates and frequency.
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You can listen to Customer Experience (CX) Management on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Customer Experience (CX) Management?
Customer Experience (CX) Management is created and hosted by Prof. Anders Gustafsson and Assoc. Prof. Carlos Velasco.
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