Leveraging the Customer Journey as a dynamic change plan / Daniel Ewerman / Episode #14

How do you put customers at the heart of your business? Daniel Ewerman talks about the power of the customer journey when it's treated as a change plan instead of a deliverable. We also talk about the need to design service organisations not just services. ---------------------------------------- EPISODE GUIDE 1:25 - Daniels first encounter with Service Design. 5:17 - Why do organisations fail to put the customers at the center of their business? 14:00 - Why service design(ers) shouldn’t design services but organisations? 22:12 - What if the customer journey is a dynamic change plan? 28:01 - Expert tip: get yourself familiair with the language. 29:18 - Big question: how to create ownership of the change plan? ---------------------------------------- ABOUT DANIEL EWERMAN Twitter ➜ https://goo.gl/6WgiAw LinkedIn ➜ https://goo.gl/3j9rzu LINKS FROM THE SHOW Transformator Design ➜ https://goo.gl/8AXngy Custellence ➜ https://goo.gl/x5kQon Customer experience: why some organisations succeed - and others don't (book) ➜ https://goo.gl/cTVBma ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ http://youtube.com/c/servicedesignshow