Katherine N. Lemon

Customer Experience and Customer Journeys: What do We Know and What Research Needs to be Done?
In this talk, Kay will build upon her research with Peter Verhoef, focusing on key insights on what we, as a field, have learned about customer experience and customer journeys, and also on key gaps in our knowledge where significant new research is needed. She will also provide insights into opportunities for collaboration and research support from the Marketing Science Institute, and provide an overview of the 2016-2018 MSI Research Priorities.
Kay Lemon is the Accenture Professor of Marketing at Boston College’s Carroll School of Management.