Prof. Neuhofer researches, writes and speaks about customer experiencedesign and how digital technologies transform the way memorable andtransformative experiences are co-created across tourism and the servicesectors. She is currently Head of Experience Design and Masters ProgrammeCoordinator at the Department of Innovation and Management in Tourism, SalzburgUniversity of Applied Sciences, Austria.

Prof. Neuhofer will present her recent research on how digital technologiesare transforming human relations, interactions and experiences in the businesslandscape. Whilst a great potential of artificial intelligence (AI) in theservice industries is predicted, the concrete influence of AI on customerexperiences remains little understood. Drawing upon the service-dominant (SD)logic she will discuss the impact of artificial intelligence as an operantresource on event experiences.

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