Short answer
Invest in understanding and actively shaping the customer experience, as it is a rapidly evolving and increasingly critical area for market success.
- Field
- Innovation & Markets
- Source
- Economic Research-Ekonomska Istraživanja (2022)
- Method
- Bibliometric analysis
- Sample
- 1358 articles
- Evidence
- Strong effect
The academic literature on customer experience (CX) has seen a significant surge in publications, indicating its increasing importance and evolving multidisciplinary nature. This innovation & markets research insight is drawn from a 2022 study published in Economic Research-Ekonomska Istraživanja. Using Bibliometric analysis with 1358 articles, researchers explored how this design variable affects real-world outcomes. The key design takeaway: Invest in understanding and actively shaping the customer experience, as it is a rapidly evolving and increasingly critical area for market success.
Customer Experience Research: A Decade of Exponential Growth and Emerging Themes
The academic literature on customer experience (CX) has seen a significant surge in publications, indicating its increasing importance and evolving multidisciplinary nature.
Economic Research-Ekonomska Istraživanja · 2022
Key Findings
- 01Significant growth in CX publications over time.
- 02Identification of core research areas and emerging topics within CX.
- 03Mapping of influential authors, institutions, and countries in the field.
Application
Design takeaway
Invest in understanding and actively shaping the customer experience, as it is a rapidly evolving and increasingly critical area for market success.
How to apply
Use the identified key themes and emerging research areas as a starting point for strategic planning and innovation in customer-facing products and services.
Project actions
- 01When researching customer experience, look for trends and common themes in academic papers.
- 02Consider how different fields like psychology and marketing inform customer experience design.
Method & Evidence
Variables
Strengths & Limitations
Strengths
- +Comprehensive analysis of a large dataset.
- +Provides a broad overview of the CX research landscape.
Limitations
The study only looks at published papers, so it might miss some real-world customer experience strategies that aren't written about.
Reliability & validity
Bibliometric analysis is a robust method for mapping research landscapes, providing reliable insights into publication trends and influential works within the defined scope.
Think critically
How might the rapid growth in CX literature translate into practical challenges for businesses trying to keep up with best practices and evolving customer expectations?
Design Principles
"Continuously monitor and adapt to evolving customer expectations and market trends by staying abreast of relevant research."
Understanding the trajectory and key themes within CX research is crucial for businesses aiming to differentiate themselves and build lasting customer relationships. This insight highlights the dynamic nature of CX as a strategic imperative.
What This Means for Your Design
Research shows that lots of people are writing about customer experience, and it's becoming a really important topic for businesses.
How to use in your project
- 1.Cite this study to demonstrate an understanding of the breadth and depth of customer experience research relevant to your design project.
Add to My Project
Quick Cite
Paragraph starter
This research highlights the significant and growing academic interest in customer experience (CX), with a substantial increase in publications over the past two decades. The multidisciplinary nature of CX research, drawing from fields such as marketing, psychology, and management, underscores its complexity and importance in contemporary design practice.
Source
Economic Research-Ekonomska Istraživanja
Bibliometric analysis of the customer experience literature
journal · 2022
View sourceQuestions About This Research
- What does the research say about customer experience research: a decade of exponential growth and emerging themes?
- Invest in understanding and actively shaping the customer experience, as it is a rapidly evolving and increasingly critical area for market success. Evidence: Economic Research-Ekonomska Istraživanja (2022).
- Why does "Customer Experience Research: A Decade of Exponential Growth and Emerging Themes" matter for design?
- Understanding the trajectory and key themes within CX research is crucial for businesses aiming to differentiate themselves and build lasting customer relationships. This insight highlights the dynamic nature of CX as a strategic imperative.
- How can designers apply this research?
- Invest in understanding and actively shaping the customer experience, as it is a rapidly evolving and increasingly critical area for market success.
- What were the main findings?
- Significant growth in CX publications over time.. Identification of core research areas and emerging topics within CX.. Mapping of influential authors, institutions, and countries in the field.
- What research method was used?
- Bibliometric analysis with 1358 articles.
- How strong is the evidence?
- Evidence strength is rated Strong effect, based on a 2022 journal from Economic Research-Ekonomska Istraživanja.
- What should I do differently in my next project?
- Use the identified key themes and emerging research areas as a starting point for strategic planning and innovation in customer-facing products and services.
- What are the limitations?
- The analysis is limited to articles indexed in the Web of Science database and covers publications up to 2021, potentially missing the most recent developments.