Customer Experience Talks

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Institute Of Customer Experience Management (Ecole hôtelière de Lausanne)

12 episodes

1 week ago

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.

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Episodes (12/12)

Customer Experience Talks

#S1E11: Stefan Kolle: To be able to deliver great experience at the touchpoint, the whole organization needs to have that customer centric outlook.

Another amazing speaker explains how to find out about customers and how to make them more loyal and happy by #CustomerCentricity. Please meet Stefan Kolle, founder of Futurelab - marketing and customer strategy company in Belgium.

3 years ago

32 minutes 26 seconds

Customer Experience Talks

#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.

The institute of Customer Experience Management has a pleasure to introduce Dr Nadzeya Kalbaska, a researcher, lecturer, project manager and a great personality. We had a chance to talk with her about Customer Experience, human touch, future of CX and much, much more. Have a look at our podcast!

3 years ago

25 minutes 9 seconds

Customer Experience Talks

#S1E9: Milton Pedraza: We need to inspire people - our associates, educate them, touch them emotionally, so that they can touch the customer emotionally.

If you want to discover more about the person, who will tell you how to improve Customer Experience based on work experience with over 10k clients, meet Milton Pedraza. Milton is the Chairman of DataLucent, the CEO of the Luxury Institute, and is globally recognized as one of the world’s leading experts and private investors in the personal data economy. Mr. Pedraza is a passionate advocate for personal data rights.

3 years ago

27 minutes 29 seconds

Customer Experience Talks

#S1E8: Dr Jason Sit: Customer Experience is about emotions, behaviour, that can take time to pay back.

Our next guest is Dr Jason Sit, a global researcher in the areas of Customer Experience, Customer Value, and Omni-channel Retailing, covering various retail or business sectors. If you want to discover, the Customer Experience definition by Dr Jason Sit, press play!

3 years ago

29 minutes 11 seconds

Customer Experience Talks

#S1E7: Colin Shaw: We look at the experience from four perspectives: rational, emotional, subconcious and psychological to understand what's customer motivation.

Today we have a pleasure of welcoming Colin Shaw: Founder & CEO of Beyond Philosophy. Colin has been recognized by LinkedIn as one of the “World’s Top 150 Business Influencers” and has been named in the Top 50 Customer Service Experts of the Decade.

3 years ago

32 minutes 45 seconds

Customer Experience Talks

#S1E6: Prof. Felicitas Morhart: Customer experience is the biggest asset of brand's value.

Prof. Felicitas Morhart is sharing with Institute of Customer Experience Management at École hôtelière de Lausanne her thoughts and opinions about CX, future of transformations in CX, how luxurious brands needs to deal with their customers during Covid times and much, much more.

3 years ago

27 minutes 26 seconds

Customer Experience Talks

#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.

Today we had an inspiring talk with Arthur Herry, who shared with us how to connect people via digital solutions during pandemic and gave us some interesting insights about customer experience.

3 years ago

22 minutes 19 seconds

Customer Experience Talks

#S1E4: Kathy van de Laar: It is important that CX provides the proof of who the company is.

Together with Kathy we are discussing how can we make a difference in Customer Experience. She provides various examples from her work and private life where CX made a difference. As a Managing Director in Early Bridge, Kathy shares with us her recipes for the proper way of creating unforgettable CX. If you want to discover more about this podcast and our experts, visit our website: www.icem.ehl.edu/podcasts

3 years ago

29 minutes 37 seconds

Customer Experience Talks

#S1E3: Prof. Dimitrios Buhalis: Customer Experience is about understanding your client intimately and provide what they need before they know it.

Prof. Dimitrios Buhalis is sharing with our listeners his experiences gathered all around the world and referring to the CX in each of them.

You may find more about Prof. Buhalis at: https://buhalis.com/ And find out the article he is mentioning in our podcast: "A tourist typology of online and face-to-face social contact: Destination immersion and tourism encapsulation/decapsulation"

3 years ago

29 minutes 36 seconds

Customer Experience Talks

#S1E2: Adrian Swinscoe: In 5 years time we will be excited by the possibilities but frustrated at the progress we have made.

Straight from United Kingdom, Mr Adrian Swinscoe, the Customer Experience Expert, is telling us what is Customer Experience and how it will look 5 years from now. If you are interested to discover more about Mr Swinscoe, visit his website: www.adrianswinscoe.com.

4 years ago

27 minutes 29 seconds

Customer Experience Talks

#S1E1: Prof. Barbara Neuhofer: the only way to go extramile is to provide meaningfull, personalised customer experiences.

Institute of Customer Experience Management has a pleasure to interview Mrs FH-Prof. Dr. Barbara Neuhofer, who is a professor and Head of Experience Design at Salzburg University of Applied Sciences in Austria.

4 years ago

24 minutes 44 seconds

Customer Experience Talks

Dr Alessandro Inversini - Introduction to the ICEM

Introduction to the podcast series issued by Institute of Customer Experience Management at EHL by the director of the Institute, Dr Alessandro Inversini

4 years ago

4 minutes 57 seconds