[Breakout] Using Design Thinking Principles to Build a Customer Experience Stack

Modern digital channels have not only changed the way customers engage with businesses, they have also elevated the expectations that customers have. Today’s customer is always “on” and well informed. But have today’s businesses kept up with these heightened expectations? Have businesses had their Copernicus-esqe revelation that they need to revolve around the customers and not the other way round?

A customer centric CX Service Blueprint is a great tool to design your Frontstage actions, Backstage actions as well as Support Processes that are driven by empathy and customer centricity.

In this session, you will:

• Explore Frontstage actions, Backstage actions & support processes that enable you to engage your customers on their terms
• Ask the right questions that can help you create a service blueprint
• Learn how you can build your CX Service blueprint