Thomas A. Stewart and Patricia O'ConnellTouchpoints
Thomas A. Stewart and Patricia O’Connell are the authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight, published by Harper Business. The two bring their insights about service design and customer experience gleaned from years of writing about and working with services companies across numerous industries. Stewart, an authority on intellectual capital and knowledge management, is Executive Director of the National Center for the Middle Market of the Fisher College of Business at The Ohio State University. O’Connell is a New York City-based content strategist who consults to the C-Suite on thought leadership.