2002 Customer Base Customer Experience Professionals Leadership 
SuiteCX
FEBRUARY 22, 2017
His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. The customer journey is part of the co-creation ecosystem and systems thinking needs to be applied. Normann to concretely define the MOT, but he died much too young.
SuiteCX
FEBRUARY 22, 2017
His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. The customer journey is part of the co-creation ecosystem and systems thinking needs to be applied. Normann to concretely define the MOT, but he died much too young.
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