{"product_id":"9783658528744","title":"The Customer Journey in the Congress and Event Sector in Switzerland An Analysis of its Economic Aspects with Recommended Strategies and Actions for the Improvement of Touchpoint Management","description":"\u003ch1\u003eThe Customer Journey in the Congress and Event Sector in Switzerland\u003c\/h1\u003e\u003ch2\u003eAn Analysis of its Economic Aspects with Recommended Strategies and Actions for the Improvement of Touchpoint Management\u003c\/h2\u003e\u003ch3\u003eAnja De Lorenzo-Buratta\u003c\/h3\u003e\u003cdiv\u003e\u003cb\u003eBusiness \u0026amp; Economics \/ Customer Relations\u003c\/b\u003e\u003c\/div\u003e\u003cbr\u003e\u003cdiv\u003e\u003cp\u003eDigitalisation is fundamentally transforming the customer journey in Switzerland's congress and event sector. Combining a comprehensive review of the existing body of research with an empirical investigation, Anja De Lorenzo-Buratta provides a systematic analysis of changing customer expectations, decision-making processes and interactions throughout the entire customer journey. The book shows how the event life cycle shapes the customer journey and how digitalisation is transforming customer expectations, interactions and touchpoints throughout the pre-event, event and post-event phases. It provides new empirical insights into the growing strategic importance of the post-event phase for sustainable customer relationships and long-term event development. Building on these findings, the book develops practical strategies and actionable recommendations for improving touchpoint management. It demonstrates how seamless customer experiences can be created by combining traditional know-how with digital tools and methods and offers a comprehensive framework for understanding and managing customer journeys in an increasingly digital environment. Bridging research and management practice, this book is an essential resource for researchers, students and professionals in tourism, hospitality, congress and event management. \u003c\/p\u003e\u003c\/div\u003e\u003cdiv\u003e\u003cp\u003eDr. Anja De Lorenzo-Buratta, MBA\/EMBA, is Managing Partner of De Lorenzo Museum Management and an independent management consultant specialising in tourism, hospitality, the congress and event sector, and cultural management. Drawing on many years of executive leadership experience, she has successfully advised hotels, cultural institutions and congress venues nationally and internationally on openings, brand development, process optimisation and strategic repositioning. Her consulting focuses on Visitor Journey, digitalisation and audience development, as well as integrated fundraising and sponsorship strategies for museums and cultural institutions. Alongside her consulting activities, she is a lecturer in the Tourism, Hotel and Event Management degree programme at a private university\u003c\/p\u003e\u003c\/div\u003e\u003cbr\u003e\u003ctable\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublication Date: \u003c\/td\u003e\n\u003ctd\u003e14 January 2027\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublisher: \u003c\/td\u003e\n\u003ctd\u003eSpringer Fachmedien Wiesbaden\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eImprint: \u003c\/td\u003e\n\u003ctd\u003eSpringer Gabler\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eISBN-13: \u003c\/td\u003e\n\u003ctd\u003e9783658528744\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eFormat: \u003c\/td\u003e\n\u003ctd\u003ePaperback softback\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/table\u003e","brand":"Springer Fachmedien Wiesbaden","offers":[{"title":"Default Title","offer_id":51460145021068,"sku":"9783658528744","price":107.99,"currency_code":"USD","in_stock":true}],"url":"https:\/\/fh90cf-fv.myshopify.com\/products\/9783658528744","provider":"Late Knight Books and Services, LLC","version":"1.0","type":"link"}