During the first lecture, PROSIS GmbH’s head of HR Veronika Müller explained how to deliver excellent service while maintaining a unique company culture. The lecture covered topics regarding the work-life balance and the importance of employee well-being, as well as managing post-pandemic changes within the organization. The lecture emphasized the importance of maintaining a healthy working environment in order to deliver an outstanding service to the customers.
During the second lecture, the students gained valuable insights into the service delivery and customer experience of SAP. Our two guest speakers Yannik Bart and Theresa Pescolderung explained the different steps of the customer journey and how SAP delivers value throughout every step, from even before this journey, throughout the long-term relationship with the customer. The students also gained an understanding of the link between the service profit chain and real-life service providers, as well as the usage of AI to enhance customer experience and the importance of personalization.
We would like to thank our guest lecturers for the valuable insights, time, and effort they allocated to these presentations, which helped our students further comprehend the importance of customer experience and wellbeing in the service industry.
