How I Wrote This
Avsnitt

Ep. 33 - Transformer Models for Customer Journeys, with Zipei Lu and P.K. Kannan

How I Wrote This
Dela

Can the architecture behind large language models predict where a customer journey is headed? Zipei Lu (Baruch College) and P.K. Kannan (University of Maryland) treat a hospitality firm’s customer touchpoints like words in a sentence. They build a transformer whose attention patterns vary from customer to customer.

They talk with co-host Brett Gordon about how the paper moved across journals before landing at JMR and what they learned from industry feedback.
Lu, Zipei, and P.K. Kannan (2026), “AI for Customer Journeys: A Transformer Approach,” Journal of Marketing Research, 63(1), 1-26.
JMR: https://journals.sagepub.com/doi/10.1177/00222437251347268
SSRN: https://papers.ssrn.com/sol3/papers.cfm?abstract_id=4684617

Rss Apple Podcaster
Podden och tillhörande omslagsbild på den här sidan tillhör Brett Gordon and Karen Winterich. Innehållet i podden är skapat av Brett Gordon and Karen Winterich och inte av, eller tillsammans med, Poddtoppen.