Prof. Jochen Wirtz is Vice Dean and Professor of Marketing at the National University of Singapore, with 30+ years of experience in services marketing and customer experience. He is co-author of Services Marketing: People, Technology, Strategy and has published 200+ academic papers, books, and industry reports. His work covers service excellence, AI-enabled services, service automation, customer satisfaction engineering, and digital business model innovation. Prof. Wirtz is Founding Director of the UCLA–NUS EMBA programme and advises governments and multinational organisations on service ecosystem design.
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