EHL 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 Team

ICEM team aims at working with best academics, practitioners and industry leaders nationally and internationally to develop tailor made and transformative applied research.
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The X3 LAB

We created X3 lab to develop new hospitality concept in order to create value and competitive advantage by EXploring EXtraordinary EXperiences

Our Podcasts

Discover our series of podcast interviews about Customer Experience and its role in the wide business arena.

See our audio interviews with professional in the field of hospitality (at large), academia and business that deliver additional value to the podcast and to the listeners.

Funded Projects

View the work done in ongoing funded projects and participating organisations. Institute of Customer Experience Management is engaging in hospitality and business projects

Contact ICEM

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.