Service Expedition Blueprinting Workshop

January 15, 2016
McCord Hall, W. P. Carey School of Business
ASU Tempe Campus

Join us for our new workshop that will give you critical tools and insights to jump start your customer-centric initiatives and achieve your CX strategy goals. In this workshop you will learn Service Blueprinting, a powerful technique that will enable you to
1.) visualize your services from the customer’s point of view,
2.) evaluate your customer’s service experience and
3.) develop an action plan for service improvement.You will take a deeper dive into understanding your customer’s experience by learning Customer Journey Mapping and the concept of Branded Service Encounters.

You will also learn how these tools and insights can be integrated and used together to create and sustain customer experience that’s aligned with your organization’s brand and customer experience strategy.This interactive workshop is taught by one of our world-class academic instructors, who are the leading experts in Service Blueprinting. The workshop is held at McCord Hall, state-of-the-art building at the W.P. Carey School of Business.


View Agenda

Online Services Leadership Courses

January 1 – February 29, 2016
The CSL offers online courses designed to provide education in the area of services leadership and excellence.
These courses are developed by world-renowned academic faculty and are specifically tailored for those interested in learning how to compete and grow through the use of service and services.
Current Open Enrollment Online Programs
Register     How to Blueprint Excellent Customer Experiences
Register     How to Find & Fix Service Quality Gaps
Register     How to Profit from Service Recovery
Register     How to Deliver Front Line Service Quality
Register     How to Innovate Using the Voice of the Customer

Past Events

2015 Compete Through Service Symposium

November 4-6, 2015
Hilton Scottsdale Resort and Villas,
6333 North Scottsdale Road
Scottsdale, Arizona 85250

The annual Compete Through Service Symposium is only conference of its kind that brings the most innovative minds in business and engaging academic thought leaders together to advance the science of service. It is where you will experience in-depth education specifically designed to help you face the challenges of competing and profiting through service. Visit for updates regarding the 2015 program:


View Brochure

View Agenda

29th Annual Services Leadership Institute

March 30 – April 1, 2015
McCord Hall, W. P. Carey School of Business
ASU Tempe Campus

The Services Leadership Institute is a “mini-MBA” program that brings together leading academicians along with seasoned business leaders to show you how to apply a proven process for service quality in your organization. You will identify key improvement points to make the greatest impact on delivering what your customers really expect and what they need to remain loyal.

View 2015 Brochure

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