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This podcast is available on 4 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.

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Yes, this podcast regularly features guests.

Customer Experience Talks

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by Institute Of Customer Experience Management (Ecole hôtelière de Lausanne)

12 episodes

Updated Daily

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Podcast Overview

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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Publishing Since

4/30/2021

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Recent Episodes

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

July 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.

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.

Episode thumbnail for #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.

July 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.

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!

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

July 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.

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.

12 total episodes available

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Frequently asked questions

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What is Customer Experience Talks?: 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.
How often does this podcast release new episodes?: This podcast updates daily.
Where can I listen to this podcast?: This podcast is available on 4 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
Does this podcast accept guests?: Yes, this podcast regularly features guests.

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