This article explores the importance of managing customer experience in service sector organizations. It covers topics such as understanding customer needs, creating a customer experience map, and the role of digital technology in customer experience management. The article also discusses how customer touch-points throughout the customer experience create business opportunities for a selected service sector organization. The subject of the assignment is Al Fresco Restaurant, a well-known restaurant that specializes in Italian cuisine and pizzas. The article includes a customer journey map for the restaurant and discusses how it can create business opportunities by meeting customer needs and expectations.