He is an expert in technology-​intensive service management, customer management, and online marketing

Florian von Wangenheim

Professor-Technology Marketing, ETH Zürich, Switzerland

Why you should listen

Florian von Wangenheim’s field of research focuses on marketing and technology. He studies how technology affects the way in which organizations interact with their customers.

A professor of Technology Marketing at ETH Zurich since 2013, Florian educates future marketers about web technologies, data analytics, and technologies that replace human interaction.

For his research on the influence of new technologies on the customer-supplier relationship, he worked with SMEs and large companies from Switzerland, Germany and other European Countries. It has been recognized by, among others, the American Marketing Association, the Academy of Marketing Science (AMS), the German Marketing Association (DMV), the Academy of Management (AoM), and the German Federal Ministry of Education and Research (BMBF).

Meet Florian at Worldwebforum 2020 where he is Digital Health Track Speaker.

About ETH Zürich

ETH Zurich – Where the future begins

Freedom and individual responsibility, entrepreneurial spirit and open-mindedness: ETH Zurich stands on a bedrock of true Swiss values. Our university for science and technology dates back to the year 1855, when the founders of modern-day Switzerland created it as a centre of innovation and knowledge. At ETH Zurich, students discover an ideal environment for independent thinking, researchers a climate which in-spires top performance. Situated in the heart of Europe, yet forging connections all over the world, ETH Zurich is pioneering effective solutions to the global challenges of today and tomorrow.

Some 530 professors teach around 20,500 students – including 4,100 doctoral students – from over 120 countries. Their collective research embraces many disciplines: natural sciences and engineering scienc-es, architecture, mathematics, system-oriented natural sciences, as well as management and social sci-ences. The results and innovations produced by ETH researchers are channelled into some of Switzer-land’s most high-tech sectors: from computer science through to micro- and nanotechnology and cutting-edge medicine. Every year ETH registers around 90 patents and 200 inventions on average. Since 1996, the university has produced a total of 380 commercial spin-offs. ETH also has an excellent reputation in scientific circles: 21 Nobel laureates have studied, taught or researched here, and in international league tables ETH Zurich regularly ranks as one of the world’s top universities.



My main research fields are technology-​intensive service management, customer management and online marketing. Broadly, I am interested in how technology affects the way in which organizations interact with their customers.

Drivers of this development are (1) the availability of massive amounts of customer data as well as techniques of using them, (2) technologies that replace human interaction (such as self-​service or remote service technologies) and (3) web technologies.