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2008 Thought Leadership Conference

Customer Experience Management in Retailing

Babson College’s Retail Supply Chain Institute and the ING Center for Financial Services at School of Business, UCONN invited thought leaders in the Marketing and Retailing industry and academia to participate in the Thought Leadership Conference.

The Conference was held April 24-26, 2008 at the Babson Executive Conference Center on the Babson College campus in Boston, MA. Information about the Babson Executive Conference Center can be found at Babson's Executive Education.

April 24-26 Conference Schedule

Conference Attendees

Featured Speakers

This conference seeked to address the paramount issue of ‘Customer Experience Management in Retailing’. The conference essentially serves as a forum for practitioners and academics to get together in different teams and brainstorm research issues and strategies concerning eight themes:

1. Customer Experience Management: Understanding Customer Patronage Behavior

2. Customer Experience Management: Designing Stores Operation and Delivery Service

3. Customer Experience Management: Promotions and Communications

4. Customer Experience Management: Managing Brands, Categories, Assortment, and SKUs

5. Customer Experience Management: Supply Chain, Channel Mix and Multi-Channel Management

6. Customer Experience Management: Managing Loyalty and Profitability

7. Customer Experience Management: Price & Competitive Effects

The output of this collaborative effort is to generate fresh research ideas that is forthcoming in a special issue of the Journal of Retailing. Participation in the conference is by invitation only and limited to about 50 participants.

The Thought Leadership Conference is co-sponsored by the American Marketing Association (www.ama.org) as well as the Marketing Science Institute (www.msi.org).

Conference Co-chairs:

Dhruv Grewal: Toyota Chair Professor of Marketing (Babson),

Michael Levy: Charles Clarke Reynolds Chair Professor of Retailing (Babson)

V. Kumar: INC Chair Professor of Marketing (UCONN)

April 24-26 Conference Schedule

Conference Attendees

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