How Leadership Shapes Great CX / Ryanne van der Eijk / Episode #47

One of the hardest things in service design is to make actual ideas a reality... the often missing link between design and implementation. In this episode Ryanne van der Eijk shares her experience as former Chief Experience Officer at one of the biggest airlines in the world and now designing the passenger experience at two large airports. We also discuss another hot topic in the industry. Being abele to consistently measure the customer experience. So if you're interested learning how service design is perceived at the C-level make sure you watch this episode! ---------------------------------------- EPISODE GUIDE 02:20 - The first encounter with Service Design. 04:04 - How can we improve the link between execution and service design? 11:55 - How can we design a memorable experience for and with many different cultures? 22:23 - Why do companies rate their own customer experience often better than customers do? 32:11 - Big question: how can we consistently measure the customer experience? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook THE UNIVERSITY Want to dig deeper into the topic we talk about on the show, check out the Service Design Show University. https://go.servicedesignshow.com/university