{"id":1877,"date":"2015-11-14T09:56:54","date_gmt":"2015-11-14T09:56:54","guid":{"rendered":"http:\/\/www.servsig.org\/wordpress\/?p=1877"},"modified":"2015-12-17T10:44:52","modified_gmt":"2015-12-17T10:44:52","slug":"1st-customer-experience-management-cem-and-big-data-workshop","status":"publish","type":"post","link":"https:\/\/www.servsig.org\/wordpress\/2015\/11\/1st-customer-experience-management-cem-and-big-data-workshop\/","title":{"rendered":"1st Customer Experience Management (CEM) and Big Data Workshop"},"content":{"rendered":"

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1st<\/sup> Academic-Practitioner Research with Impact <\/em>Workshop<\/p>\n

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\u201cCustomer Experience Management (CEM) and Big Data\u201d<\/em><\/strong><\/p>\n

Monday 18th<\/sup>-Tuesday 19th<\/sup> January, 2016<\/strong><\/p>\n

Workshop location: Chancellors Hotel, Chancellors Way, Moseley Road, Fallowfield, Manchester, U.K. M14 6NN<\/p>\n

Introduction<\/strong><\/p>\n

The Customer Management Leadership Group (CMLG), led by Professor John Murphy at Alliance Manchester Business School (AMBS), has been sharing the latest academic thinking around customer experience issues with practitioners from blue-chip companies in workshop settings for over 13 years. This year, in conjunction with the AMBS Big Data Forum and the Centre for Service Management (CSM) at Loughborough University\u2019s School of Business and Economics, we plan a 2-day invitational workshop\u00a0<\/strong>to help academics work with companies<\/strong> and\u00a0academics across disciplines<\/strong> to tackle topics identified by 5 past or present CMLG member companies working in services and facilities outsourcing, transport, retail, banking and manufacturing sectors. Details of CMLG member companies can be found here:\u00a0<\/strong>https:\/\/research.mbs.ac.uk\/customer-leadership\/Ourmembers.aspx<\/a><\/p>\n

Purpose<\/strong><\/p>\n

The aim of the workshop is for five groups of academics from differing disciplines to develop research papers based on topics identified by the companies. These will involve topics in the areas of \u2018Customer Experience Management (CEM)\u2019, \u2018Big Data\u2019 or both.<\/p>\n

Benefits for Academics<\/strong><\/p>\n

– Opportunity to work with leading academics and well-established research teams from a range of universities and research disciplines.<\/p>\n

– Papers emerging from the workshop will be considered for publication <\/strong>in a potential special section of the prestigious Journal of Services Marketing,<\/em><\/strong> which has always focused on the importance of publishing works that are both of interest to scholars and relevant to practitioners.<\/p>\n

– Papers will be based on a topic\/ range of problems identified by 5 companies and thus any publication could have research impact\u00a0<\/strong>because the implications may influence the companies to change processes.<\/p>\n

– Opportunities for ongoing dialogue and development of research networks with well-known companies and potential data access.<\/p>\n

Workshop Format<\/strong><\/p>\n

The 5 companies involved have presented us with a range of CEM & Big Data topics. These have been outlined within themes listed below:<\/p>\n

In advance:<\/strong> Chairpersons will be appointed to liaise with the companies for each theme. The chairperson will be introduced to research contact(s) at the company or companies concerned with their theme and through communication with these research contacts will build a picture of the nature of the topics concerning the companies and start to identify potential research routes. Approximately 4-6 researchers will then be allocated to each theme. You will be informed whether your application has been successful and your allocated theme by 21st December 2015<\/strong>. You will then need to pay for accommodation and\/or subsistence. Please note that we reserve the right to allocate you to any of the topics but will attempt to allocate you to your preferred options.<\/p>\n<\/div>\n<\/div>\n<\/div>\n

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\"1\"<\/td>\nWe are thrilled to confirm that,\u00a0Steve Baron<\/strong>, Professor of Marketing, Co-Editor of the Journal of Services Marketing\u00a0<\/strong>will attend the workshop and lead the review of the closing presentations.\u00a0Papers emerging from the workshop will be considered for publication in a potential special section of the prestigious Journal of Services Marketing<\/p>\n
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We are delighted to confirm the following chairpersons for our papers:<\/p>\n<\/div>\n<\/td>\n<\/tr>\n

\"2\"<\/td>\n\n
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1. Service and customer experience measurement<\/strong>: metrics, processes and operations and customer perceived value in their experience<\/p>\n

Chair:\u00a0Tim Keiningham<\/strong>, Chief Strategy and Client Officer, Rockbridge Associates, Co-author, The Wallet Allocation Rule<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/td>\n<\/tr>\n

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2.\u00a0CRM, customer engagement and Big Data<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n

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Co-Chairs:\u00a0Lerzan Aksoy<\/strong>,\u00a0Associate Dean of Undergraduate Studies and Professor of Marketing at the Gabelli School of Business, Fordham University, Co- author, The Wallet Allocation Rule, Co-Chair the American Marketing Association (AMA) Special Interest Group Service Marketing (SERVSIG)<\/p>\n<\/div>\n<\/div>\n<\/div>\n

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Werner Kunz<\/strong>, Associate Professor of Marketing,\u00a0Director of the Digital Media Lab at University of Massachusetts Boston, Co-Chair the American Marketing Association (AMA) Special Interest Group Service Marketing (SERVSIG)<\/p>\n<\/div>\n<\/div>\n<\/td>\n<\/tr>\n

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3.\u00a0Employee recruitment and training to improve the customer experience<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n

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Chair:\u00a0Gianfranco Walsh<\/strong>, Professor of Marketing, Chair of General Management and Marketing, Friedrich Schiller University of Jena<\/p>\n<\/div>\n<\/div>\n<\/td>\n<\/tr>\n

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4.\u00a0Developing capabilities to switch from goods-dominant logic to a service-dominant logic<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n

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Co-Chairs:\u00a0Judy Zolkiewski<\/strong>,\u00a0Professor of Marketing, Head of Marketing Group, Alliance Manchester Business School at The University of Manchester.<\/p>\n

Vicky Story<\/strong>,\u00a0Reader in Retailing and Marketing, Head of Marketing and Retailing Division, School of Business and Economics, Loughborough University<\/p>\n<\/div>\n<\/div>\n<\/td>\n<\/tr>\n

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5.\u00a0Leadership and culture change for a Big Data future<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n

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Chair:\u00a0Martin Wetzels<\/strong>, Professor of Marketing and Supply Chain Research, School of Business and Economics, Marketing and Supply Chain Management, Maastricht University<\/p>\n<\/div>\n<\/div>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

How to participate – Apply to be selected to attend the event by submitting:<\/strong><\/p>\n

1)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 A short biography outlining areas of research interest\/ expertise, key journals published in. A brief position statement (up to 500 words) with the following information: Which theme would you like to select? Why would you like choose this specific theme? What research have you conducted in area of your chosen theme?<\/p>\n

2)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Choice of preferred theme (see table above and application link below).<\/p>\n

Apply via:\u00a0http:\/\/mbs.az1.qualtrics.com\/SE\/?SID=SV_e2nfTewFGjEQChL<\/strong><\/a><\/p>\n

Submission deadline:Monday 14th December 2015, 1pm<\/strong><\/p>\n

Registration fee\/Accommodation payment deadline:Thursday 7th<\/sup> January, 2016<\/strong><\/p>\n

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More information and a detailed agenda can be found here<\/a>.\u00a0Please contact Victoria.Mansfield@manchester.ac.uk<\/a> if you have any questions<\/p>\n

We, the organizing committee, look forward to welcoming you to the workshop<\/strong><\/p>\n<\/div>\n<\/div>\n

\n\n<\/colgroup>\n\n\n\n\n\n\n
\"Jamie<\/td>\nJamie Burton,\u00a0<\/strong>Senior Lecturer and Research Director for the CMLG, Alliance Manchester Business School Jamie.Burton@manchester.ac.uk<\/a><\/td>\n<\/tr>\n
\"linda<\/td>\nLinda Nasr,\u00a0<\/strong>Lecturer, Alliance Manchester Business School, Linda.Nasr@manchester.ac.uk<\/a><\/td>\n<\/tr>\n
\"Thorsten_Gruber\"<\/td>\n
\nThorsten Gruber,\u00a0<\/strong>Co-Director, Centre for Service Management (CSM), Loughborough University\u2019s School of Business and Economics,Thorsten.Gruber@lboro.ac.uk<\/a><\/td>\n<\/tr>\n
\"SONY<\/td>\nDawn Holmes,\u00a0<\/strong>CMLG Consultant, Dawn.Holmes@manchester.ac.uk<\/a><\/td>\n<\/tr>\n
\"victoria<\/td>\n
\nVictoria Mansfield,\u00a0<\/strong>CMLG Administrator, Victoria.Mansfield@manchester.ac.uk<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

A collaboration of:<\/em><\/p>\n\n\n\n\n
\"Untitled2\"<\/td>\nThe Customer Management Leadership Group (CMLG)<\/a>\u00a0and the Big Data Forum at Alliance Manchester Business School<\/a><\/td>\n<\/tr>\n
\"Untitled3\"<\/td>\nThe Centre for Service Management<\/a> at Loughborough University\u2019s School of Business and Economics<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

 <\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

1st Academic-Practitioner Research with Impact Workshop \u201cCustomer Experience Management (CEM) and Big Data\u201d Monday 18th-Tuesday 19th January, 2016 Workshop location: Chancellors Hotel, Chancellors Way, Moseley Road, Fallowfield, Manchester, U.K. M14 6NN Introduction The Customer Management Leadership Group (CMLG), led by Professor John Murphy at Alliance Manchester Business School (AMBS), has been sharing the latest academic […]<\/p>\n","protected":false},"author":1,"featured_media":1900,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6,10],"tags":[],"_links":{"self":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/1877"}],"collection":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/comments?post=1877"}],"version-history":[{"count":14,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/1877\/revisions"}],"predecessor-version":[{"id":1924,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/1877\/revisions\/1924"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media\/1900"}],"wp:attachment":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media?parent=1877"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/categories?post=1877"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/tags?post=1877"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}