EHL’s Customer Experience Management Institute: prioritizing customer-centricity
In September 2020, EHL launched a new research institute called the Institute of Customer Experience Management. The launch of...
Dr Alessandro Inversini
Reading Time: 3 min
An introduction to Service Design
Although service-oriented organizations now comprise 80 percent of the economy in developed countries, a surprising number of...
Olivier Verschelde
Reading Time: 4 min
All you need to understand about Service Excellence
In the hospitality industry, brands need to provide the experience that their customers want. Whether they are staying in a...
Meygan Gerber
Reading Time: 4 min
Wellness Spa: a growing hospitality niche in a post-COVID landscape
The “Health & Wellness" sector could well be the answer to post-COVID redevelopment needs and looks set tobe one of the new...
Louis de Vilmorin
Reading Time: 3 min
What is Disintermediation?
In the modern age, how businesses engage their customers continues to evolve rapidly. Consumers have changed how they search out...
EHL Insights
Reading Time: 3 min
Why is Service Culture important?
As EHL Advisory Services would have you know, “developing a Service Culture is an imperative”. But what is it that makes service...
Franck Louveau
Reading Time: 2 min
Sustainability in Tourism: The Sociocultural Lens
Sustainability in tourism is typically discussed through three lenses: economic, environmental, and social. Each is legitimate on...
Beatrice Venturini
Reading Time: 10 min
Why the tourism industry needs sustainability champions
In the absence of leading role players in sustainability, the tourism landscape currently benefits from an eco-system of...
Dr Carlos Martin-Rios
Reading Time: 3 min
Sustainability Week: EHL students fight against waste on campus
Written by SSR Committee We are the first generation to experience global warming and the last one to be able to do something...
Julia Barbey
Reading Time: 2 min
Service Design: A Complete Overview
Behind every smooth hotel check-in, intuitive mobile app, or efficient healthcare visit lies careful planning that connects...
Olivier Verschelde
Reading Time: 5 min