The Institute of Customer Experience Management was launched at École hôtelière de Lausanne in September 2020, with the aim of becoming the leading customer experience research institute in the field of hospitality and service.
ICEM works at the intersection of customer experience 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, helping to building a real competitive advantage for partners. The ICEM team aims to work with the best academics, practitioners and industry experts nationally and internationally to develop tailor-made and transformative applied research.
All ideas and recommendations in this report have been developed by the Institute of Customer Experience Management at École hôtelière de Lausanne, on commission from Audemars Piguet. They have been elaborated by the students of the school as part of Student Business Projects – an initiative that brings together business and academia to create innovative solutions based on cutting-edge research.
In close collaboration with the ICEM team, we created the report in which we attempted to connect the Institute's identity with the Audemars Piguet philosophy. We emphasized shapes, contrast, handcrafted materials, light, and nature.
AUTHORS
Katarzyna Wrzesinska
Prof. Dr. Matthias Fuchs
Institute of Customer Experience Management École hôtelière de Lausanne
DESIGN
Transatlantico Studio
PRINT
Indigodruk Warsaw
PAPER
Cover: Burano Cobalt Blue 320
Inside: Munken Kristal 120
