Sticky Notes vs. Software and The Fight for Our Legitimacy / Inside Service Design / Ep. #09
Are we being left behind...Let's think about this for a moment.Architects have AutoCAD. Finance folks have Excel. Sales teams have Salesforce. The list goes on.But what do we as service design profess...
19 Feb 59min
Where did all the Service Designers go? / Giulia Di Gregorio / Ep. #247
If you look at the current job market, you might notice something strange... The words "service design" seem to be slowly disappearing from job titles. Does that mean our field is shrinking, or worse,...
12 Feb 58min
From The Experience Economy to The Transformation Economy / Joe Pine / Ep. #246
A few months ago I finally hit a major milestone...After years of putting it off, I finally started taking golf lessons.Jasper, my coach (or "pro" as they say in the golf world), has been helping me d...
3 Feb 1h 5min
2026 Predictions ~ AI Agents, CX Engineers & The End of "Chat" / Jochem van der Veer / Episode #245
Imagine a world where you can simply look at your journey model and ask it why... Why, for example, is our customer churn spiking this quarter? How close are we to that reality?I invited my good frien...
15 Jan 1h 7min
The Hidden Cost of the "Perfect" Journey (and how to avoid it) / Kendra Shimmell / Ep. #244
Sorry, but I have to say it...We are optimizing our way to boredom.Measure everything, test every variation, and optimize the customer journey until it’s "perfect". That seems to be the mantra of mode...
1 Jan 1h 7min
Designing for Truth in an Era of AI Hallucinations / Inside Service Design / Episode #08
We need to talk about the "intern" sitting on your desktop...Come on, you know the one. Sure, they are fast, very eager to please, and can process data at lightning speeds. But they also have a bad ha...
25 Des 20251h 1min
Fighting the "Enshittification" of Experience / Dan Saffer / Ep. #243
Sure, design might be going through a tough period...But as the saying goes, "never waste a good crisis."So this moment of uncertainty, where everyone is wondering if (or rather when) AI will take ove...
18 Des 20251h 13min
How To Stay "Stubbornly Human" in an AI World / Inside Service Design / Ep. #07
Here is a hot take, empathy is becoming "theater"...I mean, it's that feeling you get when you receive a "hyper-personalized" yet clearly automated email saying "We are so deeply sorry to see you go"....
11 Des 20251h 1min
