Service design: the process and the effects on customer service

A recent blog article I wrote for a Government conference I was presenting at on  improving Customer Service for Criterion Conferences. 

The big digital platform providers are telling us we have moved into an experience economy. One only needs to look at the growth and impact of user experience on businesses to know the emerging impact of service design.

Service design is the idea that all business processes and customer interactions are designed to fulfil customer goals across all channels, from face-to-face to digital. The objective is to present an even experience across all channels. A sign of success is a customer’s ability to start an interaction in one channel and move to another, seamlessly.


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