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
Service Design Trend Report - Winter 2016 / 2017
In this episode we talk about 3 major trends that are shaping the service design field in the winter of 2016 / 2017. These trends have emerged as patterns from the last 10 episodes of the show. The ...
26 Jan 20178min
Why every company is already doing service design without knowing it / Mauricio Manhaes / Episode 20
Did you know every company is already doing service design without even know it? Mauricio Manhaes talks about that in this episode. We also discuss how to asses and evaluate Service Designers and why ...
12 Jan 201731min
Giving service design away, going in-house and the need for a compelling vision / Jamin Hegeman / 19
We need to be giving service design away. At least according to Jamin Hegeman. Jamin has moved from Adaptive Path to become the head of design at Capital One financial services division. We talk about...
29 Dec 201631min
Superhuman services, Scaling Naturally and Storydoing / Stefan Mortiz / Episode #18
How do we keep the human touch in services that are being automated using artificial intelligence? Service Design veteran Stefan Moritz also talks about the need for a new perspective on scaling and h...
15 Dec 201635min
How can services help to extend the BWM experience / Holger Hampf / Episode #17
What is the value of Service Design from the perspective of one of the world largest car manufacturers? Holger Hampf who is the head of user experience at BMW Group shares his thoughts on how services...
1 Dec 201625min
