Researching customer experience for Audemars Piguet
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.
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.