Karsten Kraume

Papers

Total Citations

957

H-Index

About

Karsten Kraume is a leading voice at the intersection of technology, marketing, and customer experience. His research focuses on how emerging technologies—including Artificial Intelligence, the Internet of Things (IoT), and immersive realities like Augmented and Virtual Reality—are fundamentally reshaping consumer interactions. His seminal 2020 paper, "Transforming the Customer Experience through New Technologies," has amassed nearly 1,000 citations, establishing it as a foundational text in the field. In this work, Kraume systematically analyzes how AI-powered tools such as chatbots, robots, and virtual assistants are revolutionizing service delivery, offering a critical framework for understanding the shift from traditional to tech-driven customer journeys. Beyond this landmark study, his broader portfolio explores the strategic deployment of Mixed Reality and intelligent systems to create seamless, personalized brand encounters. Kraume’s work is essential reading for scholars and practitioners seeking to navigate the rapidly evolving digital landscape, providing both a roadmap for innovation and a rigorous analysis of its profound implications for business and society.