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Author

Tuan Phong Nham

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Review Sep 2026

Connecting Customer and Employee Experiences through a Technologically-Mediated Knowledge Exchange

The rapid digitalization of organizations has transformed how knowledge is created, shared, and leveraged to enhance both customer experience (CX) and employee experience (EX). Advances in artificial intelligence (AI), analytics, automation, and digital platforms have increased opportunities for a technologically-media...

Mai Nguyen, Ashish Malik, Antti Lönnqvist et al. · 0 citations
#generative ai Review Aug 2026

Generative AI and digital transformation in organizational roadmaps: employee value perceptions and knowledge sharing

This study explains how employees translate the day-to-day value they derive from generative artificial intelligence into employees' perceived insider status and knowledge sharing behavior, and finds that emotional value is positively associated with perceived insider status, conditional value is negatively associated...

Mai Nguyen, Tuan Phong Nham, Danish Mehraj et al. · 0 citations

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