Top Customer Service Trends Of 2026
As customer expectations evolve and AI reshapes interactions, customer service matters more than ever, and the hospitality...
Franck Louveau
Reading Time: 11 min
Sustainably speaking: My journey to COP27
The 2022 United Nations Climate Change Conference, also known as COP27, took place from 7-18 November 2022. Sponsored by EHL and...
EHL Insights
Reading Time: 4 min
Digital Service Design that skyrocket customer acquisition and innovation
Cutting-edge service design practices are among the driving forces behind behemoths like Nike, SAP, and Apple. Such...
Ana McFee
Reading Time: 5 min
Why service excellence is important in a Spa. Welcome to Valmont
By definition, service excellence refers to the ability of service providers to meet and even exceed customers' expectations...
EHL Alliance
Reading Time: 4 min
7 tips for successfully embedding Customer-Centric Governance into company DNA
Today's business world requires companies to put customers in the driving seat. Nurturing customer relationships is the secret to...
Meygan Gerber
Reading Time: 6 min
The Circular Hotel Business Model: Why Rethink & Redesign Beat the Classic 3Rs
Climate change, biodiversity loss, waste generation, and resource scarcity are no longer abstract risks. They are impacting...
EHL Insights
Reading Time: 6 min
How to improve your existing Customer Service Experience in 7 steps
Research shows that if customers receive a good service experience, they will tell two or three people. But if they experience...
Catherine Rey
Reading Time: 6 min
Customer feedback on hospitality experiences: 5 best practices
Why is asking for customer feedback so important and how can it be done to enhance the customer journey? The findings of a recent...
Dr Matthias Fuchs
Reading Time: 4 min
Understanding Customer Experience Quality in the Hospitality and Leisure Industry
Understanding, defining, measuring, and ultimately improving customer experience quality is increasingly important to hospitality...
EHL Insights
Reading Time: 6 min
How to spot promising new opportunities during service design
The hospitality and service industry involves developing and adapting solutions and services that create better value and user...
Franck Louveau
Reading Time: 5 min