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Experience Design

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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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Given the changing nature of a global workforce (rapidly growing percentage of Millennials among our workforce), concerns regarding skills shortages and the gradual shift of “power” to the employee, as well as changes in consumer behaviors related to new technologies, employee experience should be a primary focus area for any HR transformation programme, digital redesign …

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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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