Resources
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Reports & Case Studies
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Listen to the stories and perspectives from industry voices
Service Excellence Guide: from Service Design to Service Recovery
Infographic: Key differences between Customer Service and Customer Experience
Infographic: Benefits of excellent customer service
How to Achieve Service Excellence? A 7 Step Action Plan
Discover our upcoming infosessions and webinars
Infographic: 7 steps to Achieve Service Excellence
Service Excellence Best Practices for the Service Industry
5 fundamentals to improve your customer experience
Checklist: How to conduct great customer interviews?
Understanding consumer behavior: How to influence the decision-making process?
Understand your audience: how to conduct customer interviews?
The 5 Drivers of Company Service Culture
6 Customer Service Experience Trends to watch for in 2022
Creating a lasting and strong customer service culture
4 steps to achieve Cultural change
Service Design guide: A human-centric methodology
Infographic: Service Design Process & Benefits
Create a Service Blueprint that actualy bring your service to life
Infographic: Product-Centric VS Customer-Centric
Infographic: Is Your Organization Customer Centric?
How to define Customer service excellence goals & KPIs?
Infographic: 10 main qualities for Servant leadership
A checklist to support your staff with service recovery
Service Recovery Matrix: How to handle customer complaints?
Harness the power of social media for communicating CSR
Bakery vocabulary guide
What can I do with a culinary arts degree?
Alumni Testimonial: How to become a beer sommelier?
Hospitality Skills: Foundation For Higher Emotional Intelligence (EQ)
Destination marketing: how to use images to promote a destination
European hotel price index - 2020 edition
European hotel price index - 2021 edition
Customer orientation report: hiring and training customer-oriented staff
Hospitality innovation industry report: helping hoteliers better understand hospitality innovation strategies
Millennials in the workforce: best practices in talent management strategy
Sustainable Hotels and Restaurants: How to make a 5-star resort more sustainable
Exchange Rate trends: How do they impact hotel performance?
Hotel Concept Handbook: Developing a Compelling Hotel Concept
Effective online networking practices for Swiss SMEs
Research report: Driving flexible working structures in hotels
Resilience: The future of the Hospitality Industry
The future of the Food Service Industry
Setting the Bar: Navigating the Second Golden Age of Drinking
What is Co-Living? The Hmlet example
Insights on the Private Equity Market
How has the hotel development scene evolved?
Consumer Branding: Is authenticity enough?
The future of work: how to navigate shifting workplace trends
The Alila journey: In conversation with co-founder Mark Edleson
Cultivating excellence: Building brands with Banyan Tree
Building Economies: Stories from Singapore
Kempinski Hotels: A legacy European brand in Asia
People Analytics: The Future of HR
Hotel & Restaurant Concept Design
Post-Pandemic Hospitality Trends & Economics in China
The New Social Club
Market Perspective: Sri Lanka
The Peninsula Standard
The Langham (R)evolution: In Conversation with CEO Stefan Leser
Diversity, Equity & Inclusion: (Achievable) Ideals > Buzzwords
The Lux Retail Experience = Experiencing Luxury?
From Hospitality to Coffee & Education: An Entrepreneurial Journey
On Leadership, Southeast Asia & Building a Legacy Global Brand: In Conversation with Dr. Richard Helfer
Hospital(ity) in Healthcare
A Career Journey Amidst Crises
How to make a family business in hospitality work
Hospitality Industry Outlook 2023
Food & Beverage (F&B) Report: New Standards in Hygiene and Safety
7 things you didn't know about Vocational Education
Invest in Education Guide: 10-step Action Plan
A digital transformation roadmap for e-Learning plans
Student Recruitment Guide
School's Policies & Procedures Guide
How to increase student employability Guide
School Facilities & Infrastructures Guide
Benefits of Investing in Education
7 Dimensions of Teaching Excellence Infographic
Vision, Mission and Values Statement process infographic
Strategic Planning for Education Infographic
Customer Interview Checklist
How to select your school location? Infographic
How to transform your educational institution?
EHL digital transformation case study
Digital Readiness Checklist
How to Identify High-Potential Employees? - Infographic
Recruitment VS Talent Acquisition Infographic
Top 10 Qualities of the Best Facilitators
Online Course Anatomy Infographic
How to structure your curriculum ? E-learning VS Blended learning
Conversation with Paul Michael - Proprietor, Peter Michael Winery
Conversation with Steven Daines - Chief Talent & Culture Officer, Accor
Conversation with Thomas Krennbauer, Country General Manager of Coca Cola HBC Schweiz AG
Conversation with Ed Bernardon - VP, Strategic Automotive Initiatives, Siemens Digital Industries
Conversation with Richard Attias - Executive Chairman, Richard Attias and Associates
Conversation with Patricia Lemattre Stoeckel - Managing Director, Veepee Switzerland
Conversation with Philippe Peress - Principal and Board Member, IWG Switzerland
Conversation with Michael Ungerer -CEO, Explora Journeys
Conversation with Benoit Bronckart - Business Unit President, Central Europe at Anheuser-Busch InBev
Conversation with Laurent Gagnebin - CEO of Rothschild & Co Bank AG
Conversation with Jérôme de Meyer - Chairman of the Board of Villars Palace Hotels & Academy
Innovative Talent Management In The Hospitality Industry - Master Class
Conversation with Alain Delamuraz, CEO of Montres Jaquet Droz SA
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