Customer Driven Transformation: Download the first two chapters

Engine releases ‘The Big 6’ service design and CX trends report

In a time of unprecedented change, it’s critical that organisations take stock of the current experience they provide and look for ways to enhance it for what lies ahead.

Many organisations are shifting from designing their customer experience as a niche form of innovation, to it becoming the way that they do what they do, which means more businesses than ever are getting set up to respond. The question is, what should they respond to?

If you’re reading this, you’ve already seen the inseparable link between your customer experience, the design of your service and how happy your customers and colleagues are. We hope our ‘Big 6’ plays a small part in helping you spread that belief and articulate the exciting opportunities for change that it brings.

More Engine work

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Mercedes-Benz

Developing a new service benchmark for aftersales servicing

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Dubai Airports

Piloting a new approach to customer service and information delivery

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Resources

What are the fundamental factors of a design-led approach?

Let's face it, people are attracted to well-designed things, valuing them more than poorly designed ones.

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A Guide to Ecosystem Services Design

Business ecosystems are creators of value. Here's a practical and accessible approach to unlocking value within your business ecosystem.

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