The purpose of this study is to identify critical success factors and important approaches that service companies can utilize in the design of products, services, and programs. It is common for service companies to have design teams that are responsible for facilitating the innovation process....

Purpose – The purpose of this paper is to explore how financial services (FS) organizations manage the customer experience. It aims to establish what practices are used, to articulate the role of the FS context in influencing the choice of practices, and to identify how these practices support...