Episode Synopsis "#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.

Listen "#S1E6: Prof. Felicitas Morhart: Customer experience is the biggest asset of brand's value."

More episodes of the podcast Customer Experience Talks

• #S1E11: Stefan Kolle: To be able to deliver great experience at the touchpoint, the whole organization needs to have that customer centric outlook.
• #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.
• #S1E9: Milton Pedraza: We need to inspire people - our associates, educate them, touch them emotionally, so that they can touch the customer emotionally.
• #S1E8: Dr Jason Sit: Customer Experience is about emotions, behaviour, that can take time to pay back.
• #S1E7: Colin Shaw: We look at the experience from four perspectives: rational, emotional, subconcious and psychological to understand what's customer motivation.
• #S1E6: Prof. Felicitas Morhart: Customer experience is the biggest asset of brand's value.
• #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.
• #S1E4: Kathy van de Laar: It is important that CX provides the proof of who the company is.
• #S1E3: Prof. Dimitrios Buhalis: Customer Experience is about understanding your client intimately and provide what they need before they know it.
• #S1E2: Adrian Swinscoe: In 5 years time we will be excited by the possibilities but frustrated at the progress we have made.
• #S1E1: Prof. Barbara Neuhofer: the only way to go extramile is to provide meaningfull, personalised customer experiences.
• Dr Alessandro Inversini - Introduction to the ICEM