Step 2: Create a service blueprint to identify the future state of your customer-centric organization If the experience map is the current state, the service blueprint is the future state that ...

Opinions expressed by Forbes Contributors are their own. I am a Customer Experience Futurist, Author and Keynote Speaker. Delivering an amazing customer experience starts at the top with customer ...

Green Enterprise Solutions (Green) hosted an engaging presentation by Nanda Idink, a Customer Experience (CX) expert from The Communication Architect in the Netherlands, on Wednesday.

Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October ...