...Sapna Popli; Pragya Mehta; Sapna Tyagi Learning outcomes Upon completion of this case study, students will be able to describe the core tenets of customer experience, the customer journey and touchpoints; create customer journey maps incorporating emotional mapping; explain the importance...

...Caroline Minialai; Gérard Hirigoyen Subject area Intergenerational transmission is a paramount managerial and patrimonial issue. Although planning and governance tools are being developed and spread in business, the handling of emotions often remains the key to a successful process. It is within...