Kai Hudetz, MD of the Institute of Research in Retailing (IFH) and Werner Reinartz (UoC) have published an article in Marketing Review St. Gallen on the subject of customer experience management (CEM) in retailing before and after the pandemic [German language publication: "Non-Food Einzelhandel vor, während und nach der Pandemie", Marketing Review St. Gallen, Vol. 5, 44-51].