Businesses need a group of motivated people capable of evolving the experience, enablers and culture. Establishing a new customer experience or service design function within a business requires a level of support, integration, engagement and tools that organisations may not be familiar with. In our experience, this requires C-Suite backing and a dedicated team with the right blend of skills and design-thinking.
These teams are no longer in place just to complete service development cycles, or to give implementation of the customer experience a seal of approval. Their role is integral to inspiring and supporting the organisation to invest in services and deliver them well.
The associated challenges that businesses face:
The activities and assets that help you succeed: