Institute Of Customer Experience Management (Ecole hôtelière de Lausanne)
Customer Experience Talks
Explore insights from top experts in hospitality and service, as this institute drives research in customer experience to shape industry practices and enhance success.
#S1E11: Stefan Kolle: To be able to deliver great experience at the touchpoint, the whole organization needs to have that customer centric outlook.
S1 E7 • 32 mins • Jul 15, 2021
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Recent Episodes
Jul 15, 2021
#S1E11: Stefan Kolle: To be able to deliver great experience at the touchpoint, the whole organization needs to have that customer centric outlook.
S1 E7 • 32 mins
Jul 8, 2021
#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.
S1 E8 • 25 mins
Jul 1, 2021
#S1E9: Milton Pedraza: We need to inspire people - our associates, educate them, touch them emotionally, so that they can touch the customer emotionally.
S1 E9 • 27 mins
Jun 24, 2021
#S1E8: Dr Jason Sit: Customer Experience is about emotions, behaviour, that can take time to pay back.
S1 E8 • 29 mins
Jun 10, 2021
#S1E7: Colin Shaw: We look at the experience from four perspectives: rational, emotional, subconcious and psychological to understand what's customer motivation.
S1 E6 • 33 mins
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