Co-Creation and AI in Customer Experience Management:: A Design Science Study of Customer Journey Modelling

Sirpa Toljander; Jia Wang; Satu Miettinen

Co-Creation and AI in Customer Experience Management: A Design Science Study of Customer Journey Modelling

Sirpa Toljander, Jia Wang, Satu Miettinen

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

Original language	English
Title of host publication	The 25th dmi: Academic Design Management Conference Proceedings
Subtitle of host publication	Leading Design & innovation Research & Education in the Age of AI
Place of Publication	Cambridge
Publisher	Design Management Institute
Pages	39-54
Number of pages	16
Publication status	Published - 2026
MoEC publication type	A4 Article in a conference publication
Event	Academic Design Management Conference - Georgia Tech, Atlanta, United States Duration: 11 Aug 2026 → 12 Aug 2026 https://www.conftool.net/dmi2026/sessions.php

Publication series

Series	Proceedings of the ... DMI: Academic Design Management Conference
ISSN	2640-4702

Conference

Conference	Academic Design Management Conference
Country/Territory	United States
City	Atlanta
Period	11.08.2026 → 12.08.2026
Internet address	https://www.conftool.net/dmi2026/sessions.php

Keywords

AI
customer journeys
co-design

Field of science

Visual arts and design

Access to research output

https://www.dmi.org/page/admc2026proceedingsLicence: All Rights Reserved

Citation for this output

Toljander, S., Wang, J., & Miettinen, S. (2026). Co-Creation and AI in Customer Experience Management: A Design Science Study of Customer Journey Modelling. In The 25th dmi: Academic Design Management Conference Proceedings: Leading Design & innovation Research & Education in the Age of AI (pp. 39-54). Design Management Institute. https://www.dmi.org/page/admc2026proceedings

Toljander, Sirpa ; Wang, Jia ; Miettinen, Satu. / Co-Creation and AI in Customer Experience Management: A Design Science Study of Customer Journey Modelling. The 25th dmi: Academic Design Management Conference Proceedings: Leading Design & innovation Research & Education in the Age of AI. Cambridge : Design Management Institute, 2026. pp. 39-54 ( Proceedings of the ... DMI: Academic Design Management Conference).

@inproceedings{6fa3fd6ca4d04ca2964ca8d1de94b350,

title = "Co-Creation and AI in Customer Experience Management:: A Design Science Study of Customer Journey Modelling",

keywords = "AI, customer journeys, co-design",

author = "Sirpa Toljander and Jia Wang and Satu Miettinen",

year = "2026",

language = "English",

series = " Proceedings of the ... DMI: Academic Design Management Conference",

publisher = "Design Management Institute",

pages = "39--54",

booktitle = "The 25th dmi: Academic Design Management Conference Proceedings",

address = "United States",

note = "Academic Design Management Conference ; Conference date: 11-08-2026 Through 12-08-2026",

url = "https://www.conftool.net/dmi2026/sessions.php",

}

Toljander, S , Wang, J & Miettinen, S 2026, Co-Creation and AI in Customer Experience Management: A Design Science Study of Customer Journey Modelling. in The 25th dmi: Academic Design Management Conference Proceedings: Leading Design & innovation Research & Education in the Age of AI. Design Management Institute, Cambridge, Proceedings of the ... DMI: Academic Design Management Conference, pp. 39-54, Academic Design Management Conference, Atlanta, United States, 11.08.2026. <https://www.dmi.org/page/admc2026proceedings>

Co-Creation and AI in Customer Experience Management: A Design Science Study of Customer Journey Modelling. / Toljander, Sirpa ; Wang, Jia ; Miettinen, Satu.
The 25th dmi: Academic Design Management Conference Proceedings: Leading Design & innovation Research & Education in the Age of AI. Cambridge: Design Management Institute, 2026. p. 39-54 ( Proceedings of the ... DMI: Academic Design Management Conference).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

TY - GEN

T1 - Co-Creation and AI in Customer Experience Management:

T2 - Academic Design Management Conference

AU - Toljander, Sirpa

AU - Wang, Jia

AU - Miettinen, Satu

PY - 2026

Y1 - 2026

KW - AI

KW - customer journeys

KW - co-design

M3 - Conference contribution

T3 - Proceedings of the ... DMI: Academic Design Management Conference

SP - 39

EP - 54

BT - The 25th dmi: Academic Design Management Conference Proceedings

PB - Design Management Institute

CY - Cambridge

Y2 - 11 August 2026 through 12 August 2026

ER -

Toljander S , Wang J , Miettinen S. Co-Creation and AI in Customer Experience Management: A Design Science Study of Customer Journey Modelling. In The 25th dmi: Academic Design Management Conference Proceedings: Leading Design & innovation Research & Education in the Age of AI. Cambridge: Design Management Institute. 2026. p. 39-54. ( Proceedings of the ... DMI: Academic Design Management Conference).