How organisations become more customer centric / Jose Mello / Episode #28
What's the secret to turning transaction organisations into ones that are customer ceetric? Jose Mello shares his insight on this topc. Next to that we also talk about how to create meaningful insight...
18 Maj 201728min
Every service has its own rhythm that must be orchestrated and designed / Marcus Lui / Ep #27
Marcus Lui talks about why it's important to design for different service rhytms. We discuss how great service concepts can fail because they don't respect the social relationships in a certain cultur...
4 Maj 201728min
How to turn strategy into action using service design / Lisa Lindström & Kristina Carlander / #26
Actionable strategy! That is what service design can bring according to Lisa Lindström and Kristina Carlander. Lisa and Kristina also talk about closing the gap between traditional and digital service...
20 Apr 201725min
How the Dubai government is designing for customer happiness / Muna Al Dhabbah / Episode #25
Customer happiness! That is what the government of Dubai in the UAE is aiming for. Muna Al Dhabbah talks about how they use design to create positive and engaged society. We also talk about the differ...
6 Apr 201726min
What you must know about service design in greater China / Elaine Ann / Episode #24
Understandig how service design works in China can greatly benefit your own practice. Elaine Ann talks about how she innovated service design methodologies for the west to make them fit with the Chine...
23 Mars 201728min
CX Navigator, mindset change and the hurdle of uncertainty / Maik Medzich / Episode #23
This episode with Maik Medzich is all about the question how to spread a customer centric culture throughout a (very) large corporate. Maik talks about the CX navigator community that he started withi...
9 Mars 201730min
Think about the journey forget about the map / Kerry Bodine / Episode #22
This episode with Kerry Bodine is all about the customer journey. First Kerry argues for the fact that we should spend less time making customer journey maps. Or maybe not even make these maps at all....
23 Feb 201730min
Commodification of design, business fluency and prototyping policy / Jess McMullin / Episode 21
How do we design and prototype something complex like policy? Jess McMullin shares his experiences on this topic. We also touch on the topic of everyone starting to adopt design tools and approach als...
9 Feb 201735min
