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 ...

Learn the best ways to parlay your leadership style in a way that engages and inspires your managed employees and business colleagues to adopt and deliver a customer-centric business strategy. This ...

"Marketing Models for the Customer-Centric Firm." In Handbook of Marketing Decision Models. 2nd ed. Edited by Berend Wierenga and Ralf van der Lans, 297–330. International Series in Operations ...

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 ...