Prof. Dr. Phil Klaus

Do service robots have a place in tourism? If yes, when do they add value to the tourism experience? What are the consequences for both, guests, and tourism managers? If service robots and AI will be swiftly adopted by the tourism industry, what does this mean for society in gene

Luxury Retail as we know it needs to change to survive. This is the key finding of the data I collected from 200 luxury brand clients. In my latest Journal of Retailing and Consumer Services article I highlight why the way luxury brands are managing their stores are inadequate

Luxury Retail as we know needs to change in order to survive. This is the key finding of the data I collected from 200 luxury brand clients. In my latest Journal of Retailing and Consumer Services article I highlight why the way luxury brands are managing their stores are inade

Where is Customer Experience (CX) Research Heading? A personal Commentary. In one of my latest papers I examine why CX research, and CX practice alike is heading straight towards becoming irrelevant. To avoid this fate and make CX more than just a note in emerald.com/insight/conten…

Did you ever wonder why 9 out of 10 CX programs do not generate any profits at all? Well wonder no more. Join me and many other CX professionals for the CX Summit 2023 on Thursday, January 26th, starting at 08:30 Monaco time. I will be delivering the Opening Keynote at 08:45

The Future of Luxury - 5 Megatrends that will change everything!!! The Future of Luxury Management will never be the same. In my latest article with Prof. @Caroline Tynan we highlight 5 Megatrends that will change the luxury industry forever. We explain why these 5 trends occu

Make them tweet! In our latest research we share why luxury brands sustainability actions are a powerful tool to gain brand awareness, positive word-of-mouth, and excellent "EARNED MEDIA" from customers social media shares. From our analysis of over half a million tweets we revea

[RESEARCH] Congratulations to @ProfDrPhilKlaus ! His article, "Where Is Customer Experience (CX) Research Heading? A Personal Commentary," is published in the 2* "Journal of Services Marketing." ▶ Full article: doi.org/10.1108/JSM-05… #research #IUM #Monaco #customerexperience

Catch a glimpse of the future of #cx in #retail. Get your free copy @ authors.elsevier.com/a/1g8e63SU~VoF…

[RESEARCH] Congratulations to @ProfDrPhilKlaus ! 👉 His article, "Reevaluating Tourism Experience Measurements: An Alternative Bayesian Approach," is published in the 2* "Current Issues in Tourism." ▶ Full article: doi.org/10.1080/136835… #research #IUM #Monaco #tourism

[RESEARCH RECOGNITION] 👉 @ProfDrPhilKlaus is featured among the top 2% of most cited scientists around the globe in the Stanford University list, according to the latest author database published by Elsevier. ▶ monaco.edu #IUM #research #scientists #cx #award

[RESEARCH] Congrats to Dr. Tarquini - Poli & @ProfDrPhilKlaus ! Their article, "Lifestyle of the rich and famous: Exploring the ultra-high-net-worth individuals' customer experience", is now in the 3* "Journal of Business Research". ▶ doi.org/10.1016/j.jbus… #research #IUM #UHCX

Limited free access to my latest article on how luxury retail will change forever. #luxury #luxurycx #luxuryretail #luxuryresearch #uhnwi #cx #cxm #cxstrategy #RetailIndustry authors.elsevier.com/a/1fKeo3SU~VoF…

[RESEARCH] #IUM Profs, Drs. Tarquini & @ProfDrPhilKlaus presented their recent #research on what matters most to the #wealthiest clients during the 2nd Annual #UHNWI Insight Summit at the @yachtclubmonaco. ▶ If you are interested in their research, contact them directly on LKN

Ever wondered how tourists think about slow tourism and what attracts them to it? Find out by downloading (no strings attached) our 4* article authors.elsevier.com/a/1f9lkxTbMx1t…

[#RESEARCH] Congrats to #IUM @ProfDrPhilKlaus for his article "The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities" published in the 3* "Technological Forecasting and Social Change." ▶ doi.org/10.1016/j.tech…

@getengati So pleased to see you accomplishing a great thing @ProfDrPhilKlaus !!

Lifestyle of the Rich and Famous - what makes the uber-rich tick? See for yourself and download for free our groundbreaking research on who UHNWI make their purchasing decisions. Share the link with everyone you feel might be interested authors.elsevier.com/c/1etfx_3NpAzP…

@InnovArabia Thank you for having me.

Don’t miss an insightful panel session on Measuring E-service Quality: Revitalizing CX to Reignite Growth, with Prof. Dr. Phil Klaus, Dr. Mohammed A. Nasseef, Ms. Moza Suwaidan, and Colonel Mohamed Saeed Al Shamsi. Register now at innovationarabia.ae #IA15 #Innovarabia15