Customer Experience (CX) Management

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.

Anders Gustafsson

Anders Gustafsson is a professor of marketing at BI The Norwegian Business School ( He is the current editor in chief for Journal of Business Research. He is the first international president for AMA’s (American Marketing Association) academic council and he is also a recipient of the Christopher Lovelock Career Contributions to the Services Discipline Award. Recently, he has joined The Sheth Foundation as a member of the board.

Carlos Velasco

Carlos Velasco is an associate professor at the Department of Marketing, BI Norwegian Business School, where he co-founded the Centre for Multisensory Marketing. Carlos received his D.Phil. in Experimental Psychology from Oxford University. His work is situated at the intersection between Psychology, Marketing, and Human–Computer Interaction, and focuses on understanding, and capitalizing on, our multisensory experiences and their guiding principles. He wrote the book "Multisensory experiences: Where the senses meet technology". Website: