• There are no suggestions because the search field is empty.

Service Design

someone asks an AI to book a hotel
Experience Economy   /   Service Design

AI in Travel: Building an AI-Integrated Guest Experience Across Travel Sectors

Too many choices. Too little patience. Travelers are overwhelmed, and operators are under pressure...
Emma Näpänkangas
Reading Time: 9 min
Retail and hospitality
Service Design

Converging Worlds of Retail and Hospitality

In the competitive world of luxury retail, exceptional hospitality services can truly set a brand apart. Elevating each...
Tamara Tovisi
Reading Time: 9 min
Event tourism
Service Design

Event Tourism: How Music, Sport, and Film Shape Destinations

From Taylor Swift’s record-breaking concert tours to Mega-Sports events and the surge of screen tourism inspired by hit shows...
EHL Faculty
Reading Time: 4 min
Hot to deal with difficult customers
Service Design

How to keep even the most challenging customers happy

As stories of customers acting out in rage continue to rise, emotional intelligence provides a solution to solve problems and...
EHL Graduate School
Reading Time: 6 min
Service Robots
Service Design

Using AI-equipped service robots: the customer point of view

Artificial Intelligence has been widely adopted across various industries, bringing transformative benefits and driving...
Dr Reza Etemad-Sajadi
Reading Time: 3 min
Gen Z customer experience strategy
Service Design

Gen Z customer experience strategy - Dealing with younger generations

You have to be careful when making assumptions about customers based on generation-specific stereotypes, as there are exceptions...
EHL Graduate School
Reading Time: 4 min
customer personalization
Service Design

Customer personalization - No longer an option in the digital age?

Personalization refers to tailoring products, services, content, and experiences to align with individual customers' preferences,...
EHL Graduate School
Reading Time: 4 min
cultural experiences
Service Design

Importance of Cultural Experiences in Hospitality

Key Takeaways Be open-minded: Be able to challenge assumptions and avoid quick judgements, stereotyping and being affected by...
Dr Suzanne Godfrey
Reading Time: 7 min
challenges of AI
Service Design

Navigating challenges of AI and maximizing value in the service sector

Artificial intelligence is revolutionizing not only traditional sectors but also reshaping the very essence of hospitality and...
Dr Nicole Hinrichs
Reading Time: 3 min
Customer experience management
Service Design

Customer experience management: Business vs. Customer expectations

EHL Graduate School
Reading Time: 5 min
1 2 3 4 5