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Customer Experience

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Global Service Design Conference in Madrid Global Service Design Conference in Madrid Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Global Service Design Conference in Madrid Source: International Service Design Network Global Service …

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Digital technologies and consequently digital transformation reshapes every aspect of businesses today. The era of digital customer experience is here and is not limited to the business website servicing the needs of its customers. More and more companies are transforming themselves around the idea that their proposition value goes beyond their products and into the total …

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In the latest report released by KPMG Nunwood senior executives from leading asset management firms are sharing their views on how the changing industry is affecting customer experience. With shifting client needs, ever increasing regulatory scrutiny, disruptive technologies and a blurring of the lines between manufacturer (funds) and distributor, there is a shift as the focus …

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A well-designed operating model is the bridge that allows a company to enable a fully joined up holistic customer experience and turn its CX strategy into results. In my work I help to clarify where and how critical customer support work gets done in the organization, across digital and physical interactions. The largest impediment to …

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Banks aren’t getting disrupted by finch, they’re getting disrupted by customer expectations. Global enterprises (Apple, Google, Virgin, Philips, Amazon), social entrepreneurs. (Facebook, LinkedIn), and other innovators (IDEO, Fjord, EY Seren) have all used human-centered design (design thinking) to create solutions for many different types of challenges and business opportunities. Design thinking has been applied to …

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The idea of genuinely trying to make something great for humanity was Steve’s motivation from the beginning, and it remains both our ideal and our goal as Apple looks to the future,” said Jony Ive, Apple’s chief design officer. “This archive is intended to be a gentle gathering of many of the products the team …

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  A customer journey map is a tool that helps to improve your customer experience by breaking down interactions with customers to specific points — from when you initially create awareness of your service or product to when they actively seek to research your brand, select one of your products or services, make a purchase …

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There are thousands of airlines but only very few have mastered the passengers’ end to end experience across their website, mobile apps, departure lounges, in-flight experience, in-flight entertainment and overall customer service. With my recent flight to Atlanta I had a chance to verify what I read and heard about Virgin Atlantic,  and experience first …

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Below there’s a link to the article I wrote for Design for Europe website, a case study on my recent work for The Coca-Cola Company. When Coca-Cola’s GBS moved its regional operations to Warsaw , it decided to take a fresh approach to the way the organisation provided services to The Coca-Cola Company and its partners. The idea was to treat …

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Report analysing trends in UK and internationally   Last month a UK based research network (DeSID), in collaboration with the Design Council released an insightful report summarising wide trends in service design internationally with specific focus on the UK market. The research shows that service design is a rapidly growing but new industry mostly comprising …

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