Digital Customer Experience: Case Studies

Dr Grous has been researching digital, cloud and disruptive and emerging technologies since 2007 alongside management practices and the impact on firm performance that best practice technology management can deliver. Since February 2020, he has also been researching the impact of the COVID-19 pandemic on digital engagement changes by retailers, banks and financial institutions internationally. He continues to research digital tools and their use by organisations to monetise consumers, cloud and technology across organisation types, size and sectors internationally, quantifying the impact on firm performance across the firm’s areas. He also researches cohort digital, social and economic behaviour, providing an ideal position from which to consolidate both a digital-business and consumer perspective. Dr Grous brings extensive international digital and technology commercial experience to the LSE before he joined, including as Managing Director for Lockheed Martin’s Infocom Division in EMEA, CEE/CIS and from CEO and COO roles in US$250-500m technology companies engaged in digital, e-commerce, P2P and B2B activities. He has also worked in FMCG companies such as PepsiCo in strategic and marketing roles and was also part of the team that launched iPlayer, Freesat and YouView at the BBC.

Dr Alexander Grous has been at the LSE since 2007 and is attached to the Department of Media and Communications (‘DMC’), where he teaches at a postgraduate level including on the MSc in Digital Media and Communications and LSE Management and Executive Programmes in the UK, EU and other countries. Key areas taught include digital, management practices, innovation, socio-economic analysis and others.

Sabino has over 15 years’ experience in senior leadership positions for global media agencies and client-side. He has proven success leading large teams on major brands including McDonalds UK, Etihad, Bose and BUPA, as well as helping grow start-ups to become established brand names such as Betway and King Games, makers of Candy Crush. 

Currently, Sabino is the head of Digital Marketing, Customer Insights and Analytics at AXA Health.

Roger has 25+ years of experience successfully leading and managing products, projects and teams to innovate, develop and create dynamic digital initiatives, emerging disruptive technologies, stunning marketing and advertising campaigns, engaging customer experiences CX and compelling user interfaces UI and user experiences UX on a myriad of B2C websites, mobile apps, B2B SaaS enterprise software products, interactive cable and broadcast TV shows/networks, nonprofits and digital and social media platforms for and with top brands, media outlets and agencies such as Verizon, Motorola Solutions, Twitter, Vine, Hyundai, CBS, NBC, FOX, MDA, Univision, Oxygen, MTV, Telemundo, T-Mobile, World Cup, Chicos, White House Black Market, Conill, IPG, and more. 
 
He has served as creative Director to several B2B and B2C multi-billion dollar companies and spearheaded efforts for their digital transformation, digital/creative strategy and customer engagement initiatives. Roger has won the Oracle CX Innovation Award and had the privilege of guiding global design for Motorola Solutions and led work that was featured in Fast Company Magazine’s Best User Experiences.  
 
Currently, he is building and leading global design across bp to harness human experience design to help reimagine energy for people and our planet. His team is launching the latest initiative at bp called #NetZeroUX which empowers the bpHXD team to decarbonize designs and design for decarbonization.