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Institute of Customer Experience Management


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 contributing in building a real competitive advantage for partners.

The Institute of Customer Experience Management (ICEM) has been launched at Ecole hôtelière de Lausanne in September 2020 with the vision of becoming the leading customer experience research institute in the field of hospitality and service.

    The ICEM Team

    ICEM team aims at working with best academics, practitioners and industry leaders nationally and internationally to develop tailor made and transformative applied research.

      Dr Alessandro Inversini, Director

      EHL Professor Alessandro Inversini


      Mr William François, Manager

      EHL Lecturer William François


      Audemars Piguet X3 Lab

      The first lab within the Institute of Customer Experience Management was designed around the partnership with the prestigious Swiss Luxury Watch brand Audemars Piguet.

      The Audemars Piguet X3 Lab (Exploring Extraordinary Experiences) is designed around the needs for exclusive and extraordinary experiences of our partner.


        “We are delighted to collaborate with the EHL, one of the world’s leaders in hospitality management, on this pioneering project and format. Innovation has been at the heart of Audemars Piguet since its inception and has driven our business strategy ever since. Today, we would like to bring it to the next level by pushing the concept of hospitality further and offer our clients of tomorrow bespoke experiences and memorable moments as members of the AP family.”

        Stefano Maddalena
        Business Acceleration Director, Audemars Piguet


          Stefano Maddalena
          Get in Touch

          If you would like to know more about ICEM, or what ICEM can do for you and your business, please feel free to drop us a message.


          Get in touch