Smart Customer Experience of ESG Education Capability Building Roadmap for Smart Consulting, Reporting and Engaging for Carbon Peak and Carbon Neutrality Goals

Abstract

Cultivating talents for executing environmental, social, and governance (ESG) activities is increasingly essential for the education sector. It is because the social and ecological resilience of the human society depends on guiding human development towards sustainability. To prepare future professionals to manage climate change and the Covid-19 pandemic recovery challenges, the article proposes several ESG educational models, based on and design workshop outcomes using stakeholder analysis and the ESG and carbon neutrality research. Three partner maps for ESG consulting, reporting, and engaging have been developed, with special attention on the use of digital technologies to manage carbon emission for green and just transitions. Based on these maps, a model “Smart Customer System on Carbon Information” is proposed. The model highlights the importance of collaboration across professions such as management, accounting, public administration, public relations, communications, business intelligence, and data sciences, resulting in an integrated capability building roadmap among stakeholders. Future education practices and research must advance and facilitate the overall “smart customer journey” of carbon emission reporting in order to account for ESG records for a net-zero carbon-neutral future, with the help of information and communication technologies.