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

Alessandro Inversini is Associate Professor in Marketing and Director of the Institute of Customer Experience Management at the EHL Group. After obtaining his Ph.D. at Università della Svizzera italiana (Lugano), Alessandro was appointed in managerial positions both at university level and at business level in the Ticino region. Alessandro joined Ecole hôtelière de Lausanne in 2019 from Henley Business School (University of Reading) where he was Subject Area Leader for Strategic Marketing for Henley MBA. Before this experience, he was working at Bournemouth University, School of Tourism as Senior Lecturer in Marketing Communication. To date Alessandro published more than 80 peer reviewed both in academic journals and conferences. He also served as invited editor for several academic journals, and international conferences; he also served in board of director of IFITT (International Federation of IT in Travel and Tourism).

Areas of Expertise

  • Digital Customer Experience
  • Digital Communication
  • Online Reputation
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Mr William Alexander François

Manager

Mr William-Alexandre François is Lecturer at the Ecole hôtelière de Lausanne. He has extensive field experience in the luxury hospitality industry, and has worked mainly in Europe.

Through his experiences, he discovered the global functioning of this industry that he particularly likes, within different departments, and alongside renowned chefs. His passion and constant desire to see projects transformed into customer experiences have opened up management positions.

Thanks to EHL, he maintains and develops its strong link with the hotel industry, in a constant search for innovation and developments that will personalize the customer experience of tomorrow.
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Dr. Andreea Antonescu

Research Associate
PhD in Tourism Studies, University of Lausanne

Dr. Antonescu is Research Associate at the Institute of Customer Experience Management within EHL Group and in charge of research activities for the Lab X3. As a lifelong migrant for education with 15 years of academic experience across 4 countries (RO, FR, CH, CN), she gained expertise in tourism studies and research methodology. Before joining EHL, Dr. Antonescu worked as a postdoc researcher at Ningbo University (China) and as research fellow and PhD student at University of Lausanne (Switzerland). Besides academia, she also worked in international settings such as the International Labour Office (UN, Geneva) and in consulting as research analyst specialized in designing tourism activities in mountain resorts (Grenoble, France). Her research interests shifted a few times during her career – from human geography, public services and globalisation of tourism to customer experience. Initially trained as a geographer, Andreea has developed the ability to transfer knowledge from other social sciences (history, sociology and psychology) and has applied this interdisciplinary approach to her research. Her studies and research had been supported by public institutions in Switzerland, China, France and Romania and her work has been published in French and English in prestigious international journals. In her free time, she enjoys travelling all over the world, connecting with friends, immersing in other cultures and languages, and reading psychology, nutrition, and personal transformation.

Areas of expertise:
  • Customer experience: research assessment model design, company culture, service experience, in situ observation and analysis, experience design and scenario
  • Tourism Studies: tourism history, globalisation of tourism, tourist destinations, mapping, spatial and temporal dimensions
  • Research design and methodology: quantitative (global database) and qualitative methods
ICEM_Andreea

Katarzyna Wrzesinska

Project Coordinator at EHL

Katarzyna Wrzesinska is a Project Coordinator at Ecole hôtelière de Lausanne. She is experienced in online marketing – she worked for an interactive agency in Poland before joining EHL. Katarzyna is a successful project manager with experience in several project areas including start-up management. Uniquely, she spent several years working for a major detective agency where she moved from operations to a senior Board of Directors position.

Katarzyna is a graduate of an MBA programme in Madrid and Warsaw and completed a post-graduate programme in IT project management. She is a passionate athlete with a life-long amateur and profesional career in handball and beach handball. She has recently started an amateur beach handball club in Lausanne. She speaks fluent English, French, Spanish and Polish.

Areas of expertise:
  • Customer Experience
  • Digital Marketing
  • Project Management
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