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 Dec 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 Dec 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 Dec 20251h 1min
Designing for the Long Game: Self-Care as Professional Rigor / Rachael Dietkus / Ep. #242
We often hear the "mantra" to move fast and break things...But what happens when the thing that breaks is you?For many service design professionals, this is the reality of their calendar: back-to-back...
4 Dec 20251h 9min
How Vertical Storytelling Helps Translate Empathy into Business Value / Journey Management Playbook / Ep. #08
Okay, we are pretty good storytellers... but are we telling the right story?As service design professionals, we nail it when it comes to what I call "Horizontal Storytelling". We can walk anyone throu...
27 Nov 20251h 8min
The Missing Link Between Service Design and Business Goals / Mark Howell / Ep. #241
Service design, so what...That's a question still many people around us (rightfully) ask.And let's be honest, they'll probably keep asking it for the foreseeable future.It will take a very long time b...
20 Nov 20251h 9min
