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 ...

A customer-centric culture cannot occur simply through ... Inhibitors might range from a rigid organizational structure, narrow compensation philosophy, or caustic leadership on key teams.

Many marketing organizations lack the organizational structure to energize and optimize ... New measures are centered on customer engagement—both wide and deep in an account. As that very strategic ...