Customer Experience Talks

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

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 in... more

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FAQs about Customer Experience Talks:

How many episodes does Customer Experience Talks have?

The podcast currently has 12 episodes available.

Customer Experience Talks episodes:

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.
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33min
July 08, 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!
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26min
July 01, 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.
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28min
June 24, 2021 #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!
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30min
June 10, 2021 #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.
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33min
June 10, 2021 #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.
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28min
June 03, 2021 #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.
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23min
May 27, 2021 #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
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30min
May 20, 2021 #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"
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30min
May 13, 2021 #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.
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28min

FAQs about Customer Experience Talks:

How many episodes does Customer Experience Talks have?

The podcast currently has 12 episodes available.