Revista de Pesquisa de Economia

Changing Dimensions of Customer Experience

Nitin Patwa, A Seetharaman, Vidyalakshmi Nair and Alison D Cruz

The increasingly technological innovation and smart customer calls for a stronger focus on customer experience models, strategies, and ethics inherent in such practices. It is essential to broaden the definition of customer experience beyond marketing and psychology to insights from technology-human interaction, new analytical practices, law, ethics and other areas. Customer purchase behavior is a rapidly evolving concept, forcing companies to adapt to their new demands by using innovative business models. The research was to frame a new customer experience model since it has more power on company’s decisions than ever before. An online survey was conducted; sample audience was a target segment of the age group of 18-32. It consisted of 17 questions which comprised of our present factors.