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Service blueprinting to adapt to fast-paced change


Casinos are in the business of delivering commercial experiences to customers. The process of providing the customer experience involves a sequence of touchpoints where the customer and the organization interact . . .

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About the Author

Sudhir H. Kalé
Sudhir H. Kaléhttp://www.gameplanconsultants.com/
Sudhir H. Kalé, Ph.D., is the Founder and Principal of GamePlan Consultants, a boutique consultancy dedicated to enhancing the employee and customer experience in integrated casino resorts. He has introduced service blueprints at some of the largest casino properties in the world. Sudhir has published around 150 articles on the marketing and management of casinos. You can write to him at [email protected]