June 23 - 24, 2025
The Westin Copley Place, Boston, MA
Service blueprints are powerful tools for visualizing the entire service experience—frontstage and backstage. This session will explore how service blueprints help teams align around a shared understanding of how services are delivered, uncover pain points, and identify opportunities for improvement. You'll learn the key components of a blueprint, including customer actions, touchpoints, support processes, and systems. Through real-world examples and practical tips, discover how to use service blueprints to bridge silos, drive better cross-functional collaboration, and create seamless experiences for both customers and employees. Whether you're in design, operations, product, or strategy, this session will give you the tools to:
Check out the incredible speaker line-up to see who will be joining Steve.
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