Elevate your business with unparalleled service excellence in India. This essential guide explores the critical ‘moments of truth’ that define customer perception. Discover how to master service design and management, balancing the crucial interplay between people and technology to create exceptional customer experiences. Essential for leaders in hospitality, finance, retail, and public sectors aiming to enhance service delivery, this book offers practical, research-driven insights. Understand the dynamics of social, cultural, and technological shifts impacting your organisation, ensuring you deliver the value customers expect and drive sustained business success in today’s competitive Indian market.