Service Design resources and insights

In today's competitive business landscape, it's no longer enough to simply offer a product or service – you need to create a memorable customer experience that sets you apart from the rest. This is where a customer experience (CX) strategy comes into play. A well-defined CX strategy can help you build customer loyalty, increase revenue, and boost brand awareness.

In today’s competitive market, and as a result of changing consumer expectations, it is not enough to simply provide a product or service; businesses must also ensure that their customers have a positive experience when interacting with them. But what does a positive customer experience mean, and why does it matter?

Creating a seamless customer experience across all channels and touchpoints is crucial for companies to stand out in today's crowded market. While many design agencies can improve customer experiences within a single touchpoint and large consultancies can advise on broad strategy and technology, achieving consistency and cohesion across the entire customer journey is a challenge for complex service organisations with multiple stakeholders and systems.

In today's highly competitive business landscape, customer experience has become a critical component of success. As organisations strive to deliver better experiences, many are turning to service design consultants to help them achieve their goals.

As service industries undergo dramatic changes in response to technological advances and changing consumer demands, it can be difficult for organisations to integrate digital and human touch points while building meaningful relationships with their customers. But don’t panic - we’ve put together a whitepaper with 8 common barriers that may be preventing progress, and tips for creating remarkable services to wow your customers like never before.

Service and UX design have the same goal: to provide an excellent user experience. But, when should you opt for one over the other? In this blog, we dive deep into their discrepancies - and when you should use each!

Complex services require a special kind of finesse when it comes to making changes. It's not like starting up something new: you don't get an opportunity for do-overs if thousands (or millions!) are relying on your service, and there are legions of people involved in delivering the product or solution.

A fully connected service prioritises customer experience by consistently and seamlessly integrating technology and data to connect digital touchpoints, frontline and operational teams, and physical spaces. This results in a delightful and effortless interaction for the customer, no matter the time, place, method, or reason for their interaction.

Advancements in technology, such as smartphones, modern web technologies, cloud computing, APIs, microservices, data standards, identity and payment platforms, among others, have enabled businesses to offer services and create experiences that are more accessible, desirable, personal, and exciting for users.

Hybrids used to be the realm of flowers and cars. Then COVID-19 threw support services into the mix: at the deep end. Although it is fair to say that things were already evolving towards hybrid support services, the global pandemic really accelerated the change. It allowed businesses and services to use hybrid systems in ways in which they might never have otherwise envisaged. To misquote Plato: “Necessity is the father of invention”.