Customer Experience Talks
By Institute Of Customer Experience Management (Ecole hôtelière de Lausanne)
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Category: Marketing
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Episodes: 12
Description
The Institute of Customer Experience Management (ICEM - https://icem.ehl.edu/) has been launched at Ecole hôtelière de Lausanne in September 2020 with the vision of becoming the leading CX research institute in the field of hospitality and service.
ICEM works at the intersection of CX management and digital media within the extended hospitality and service industries. Thanks to the expertise of EHL faculty and industry leaders the institute is able to provide cutting edge research to inform both theory and business practices contributing in building a real competitive advantage for partners.
| Episode | Date |
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#S1E11: Stefan Kolle: To be able to deliver great experience at the touchpoint, the whole organization needs to have that customer centric outlook.
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Jul 15, 2021 |
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#S1E10: Dr Nadzeya Kalbaska: The best Customer Experience for me is when you do not have high expectations and the company is over-exceeding them.
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Jul 08, 2021 |
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#S1E9: Milton Pedraza: We need to inspire people - our associates, educate them, touch them emotionally, so that they can touch the customer emotionally.
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Jul 01, 2021 |
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#S1E8: Dr Jason Sit: Customer Experience is about emotions, behaviour, that can take time to pay back.
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Jun 24, 2021 |
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#S1E7: Colin Shaw: We look at the experience from four perspectives: rational, emotional, subconcious and psychological to understand what's customer motivation.
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Jun 10, 2021 |
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#S1E6: Prof. Felicitas Morhart: Customer experience is the biggest asset of brand's value.
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Jun 10, 2021 |
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#S1E5: Arthur Hery: Investing in Customer Experience is going to create that extra difference which could enable a brand to succesfully strive in multiple enviroment.
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Jun 03, 2021 |
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#S1E4: Kathy van de Laar: It is important that CX provides the proof of who the company is.
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May 27, 2021 |
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#S1E3: Prof. Dimitrios Buhalis: Customer Experience is about understanding your client intimately and provide what they need before they know it.
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May 20, 2021 |
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#S1E2: Adrian Swinscoe: In 5 years time we will be excited by the possibilities but frustrated at the progress we have made.
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May 13, 2021 |
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#S1E1: Prof. Barbara Neuhofer: the only way to go extramile is to provide meaningfull, personalised customer experiences.
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May 06, 2021 |
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Dr Alessandro Inversini - Introduction to the ICEM
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Apr 30, 2021 |