Dr. Susan Stead brings over a decade of expertise in academia and research, currently serving as an Assistant Professor at RWTH Aachen University. Since joining RWTH Aachen in 2020, she has held pivotal roles including Managing Director of the Healthcare Innovation Lab and Digital Responsibility Lab at the Institute for Technology and Innovation Management. Dr. Stead’s career is marked by her leadership in interdisciplinary research, focusing on healthcare and service innovation. She has played a crucial role in advancing the understanding of multisensory customer service experiences and integrating artificial intelligence into healthcare practices. Her contributions extend to mentoring young talents in AI through her involvement with AI Grid and serving as a faculty board member at RWTH Aachen University.

Dr. Susan Stead’s research interests span the domains of healthcare and service innovation, with a particular emphasis on multisensory customer experiences and the application of artificial intelligence in healthcare settings. Her work explores how sensory modalities impact customer interactions and satisfaction, aiming to enhance service delivery across various industries. Dr. Stead is also passionate about digital transformation in service sectors, investigating how emerging technologies can optimize operational efficiencies and improve patient care outcomes. Her interdisciplinary approach integrates insights from service design, innovation management, and AI ethics, contributing to the development of future-focused strategies in healthcare innovation.