Dr. Phil Klaus is Professor of Customer Experience and Marketing Strategy. His multiple award-winning research has appeared in a wide range of academic and managerial journals. Phil is a frequent keynote speaker at seminars and conferences around the world. He has an active, international portfolio of Blue-Chip clients, for whom he advises on customer experience strategy and profit enhancement.

Prof. Dr. Phil Klaus will provide a valuable insight next week at The Superyacht Marketing Forum…

Are brands measuring customer experience correctly? Customer satisfaction, NPS or SOW? How do continuous and parallel crises affect CX? Why is phygital not an end in itself? What opportunities and what problems does artificial intelligence create? Is it necessary for executives to chart their CX strategy in the metaverse or not?

Ladies and gentlemen, presenting to you, top CX leaders that you MUST FOLLOW in 2022.

Marketing & communication specialist in yachting, eco-innovation and luxury goods. Surf lover. Founder, Ceragioli-Storåkers Associates.

Monaco-based academics, Dr Phil Klaus and Dr Annalisa Tarquini, from the Phil Klaus Institute and the International University of Monaco respectively, have conducted research into the experience of yacht ownership and charter, from the client's perspective. This is the first study of its kind, looking into the experience of superyacht ownership, to determine where the experiential highlights lay – looking particularly at planning, purchase, ownership and charter.

The employee, the forgotten asset? Forgotten is a day and age when the consumer calls the shots and consumer to consumer (C2C) interactions seemingly rule the business world (Klaus 2013a; 2013b)?