Integrating Customer Experience Management and Knowledge Management for Effective Personalization Strategies

Gundars Kokins is an experienced CRM and customer experience management professional whose career has been built on working with clients, processes, and the related IT platforms, including in the role of an IT project manager. He holds a Master’s degree in Project Management from RISEBA University of Business, Arts and Technology. He is a co-founder and a CRM consultant at Creative Data Studio, as well as a CRM Delivery Lead at Circle K, specialising in the implementation of customer relationship management solutions and process improvement. At Riga Technical University, he teaches the Bachelor-level course “Process Analysis and Management” and has developed and teaches the course “Customer Relationship Management”. His research interests include customer experience management, knowledge management, and personalisation.