As part of the current state of research on the topic of Customer Experience Management I have performed an literature review, here are the results:

Christopher Meyer, Andre Schwager
Understanding Customer Experience
Harvard Business Review, February 2007

Leonard L. Berry, Lewis P. Carbone and Stephan H. Haeckel
Managing the Total Customer Experience
MIT Sloan Management Review, Spring 2002

Leonard L. Berry, Eileen A. Wall, Lewis P. Carbone
Managing Service Experience Clues   [free]
Academy of Management Perspectives, Spring 2006

Lewis P. Carbone
What makes customers tick? [free]
Marketing Management, August 2003

British Telecom
Customer Experience: Hype or Help [free]
British Telecom White Paper

Marc Hurst
Joining Strategy and Usability: the Customer Experience Methodology [free]
Creative Good, 2003

David Rickard
Winning by understanding the Full Customer Experience [free]
The Boston Consulting Group, 2006

Lewis P. Carbone and Stephan H. Haeckel
Engineering Customer Experiences [free]
Marketing Management, 1994

Jesse J Garret
Customer Loyalty and the Elements of User Experience [free]
Design Management Review, December 2006

Bruce D. Temkin
Scenario Design: A Disciplined Approach to Customer Experience
Forrester Big Idea, July 2004

Ed Thompson, Esteban Kolsky
How to approach Customer Experience Management
Gartner Research, December 2004

Uday Karmarkar
Will you survice the Services Revolution
Harvard Business Review, June 2004

David Lidsky
Basic Training: There are no shortcuts on the road to a great experience
FastCompany, September 2006

I have provided links to most articles but if you are not able to view them (or just by purchasing them) here is hint: Try to contact the author of the paper directly, he might be able do send you a copy of the article.In case your favorite article on Customer Experience Management is missing, please send me a mail.

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