The paper investigates the role of customer value co-creation practices within e-commerce platforms, drawing on service dominant logic, practice theory and institutional work. From the customer view, this study proposes an integrated model in which social expertise, organizational socialization,...

Part I: Introduction and General Conditions -- 1. The Changed Perspective: eagle eye instead of tunnel vision -- 2. Management after the coronavirus crisis: focus on a holistic approach -- 3. A better understanding of big data: what can What Big Data can and cannot do? -- Part II: The...

The chapter tracks the historical development of AI together with Blockchain and IoT technologies which are now consumer-oriented digital disruptors that modify customer experiences. Throughout their development this chapter shows that empowerment, personalization, trust, and connectivity...

"This book presents a cutting-edge customer-centric design approach, equipping readers with specific tools to effectively analyze customer needs and develop top-tier designs while taking pricing and competition into account. The meticulously chosen tools, rigorously tested by the authors, are...

The customer experience makes the difference -- Strategy: Establishing the foundation of a customer-connected organization -- Shaping the transformation to a customer-connected organization -- Creating customer-connected experiences -- Customer-connected brands – Best practice examples --...