Jan F. Klein


  • Warandelaan 2, Koopmans Building, room K 748

    5037 AB Tilburg



Research output per year

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Personal profile

Research interests

Jan's research focus is on customer experience management, service innovation, and digital experimentation. He particular investigates (i) how marketing managers can increase customer experiences along the customer journey, (ii) how smart and self-tracking technologies (e.g., smart mirrors, Fitbits) influence service innovation and management, and (iii) how to use large-scale experiments to increase marketing effectiveness. He also studies novel ways how companies can measure customer experience. Jan's research projects are in close collaboration with organizations in Asia, Europe, and the US.

Jan speaks and consults on customer experience management, service innovation and digital experimentation. He also teaches in executive education and custom programs for companies.

Visit Jan's personal page for more information.

Customer Experience Management
Service Innovation
Digital Experimentation


Since 2017      Assistant Professor of Marketing, Tilburg University

2015-2017      Recurring Visiting Scholar, Global Center for Big Data in Mobile Analytics, USA

2015-2016      Post-Doctoral Researcher, Marketing Department, Aalto University, Finland

2013-2015      Senior Associate, Brand Consultancy, Germany


Tilburg University
Market Assessment (Master), Spring 2018, 2019, 2020
Decision Making in Marketing (Bachelor), Spring 2017, 2018, 2019, 2020
Google Online Marketing Challenge (GOMC), Spring 2017

TiSEM Professional Learning
Mobile Marketing: Trends & Strategic Considerations, Spring 2018

Aalto Executive Education AEE
Leveraging Customer Experience (MBA & EMBA), Fall 2016
Developing Customer Experience (Custom Program), Fall 2016

Aalto University
Customer Experience Management (Bachelor & Master), Spring 2016, Fall 2016

Management Center Innsbruck MCI
Customer Journey Management (Master), Fall 2016

Management and Training Workshops
with companies on digital experimentation, brand management, customer experience management

Current courses

Click here for my courses.

Education/Academic qualification

PhD, European Business School, EBS University

Master’s Degree, KATZ Business School, University of Pittsburgh

External positions

Shareholder (CX Research GbR)

1 Apr 2018 → …


  • Customer Experience Management
  • Service Innovation
  • Service Management
  • Large-Scale Experimentation
  • A/B Testing
  • Scale Development


Recent external collaboration on country level. Dive into details by clicking on the dots.
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