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Service transformation: service design on steroids

by Melvin Brand Flu

Creating a customer experience that is seamless across multiple channels is a challenge that service design aims to take on. To do this for a large organisation is a significant transformation challenge that goes beyond just designing a service.

By targeting key experience points in the customer lifecycle, organisations can significantly improve the overall customer experience.
The views of the transformation map capture different components and activities that together create the customer experience at each stage of the customer lifecycle.
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