2021 Pandemic Personas – Download your CX toolkit now

Making the world a better place one service at a time



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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Kent County Council

Building a Social Innovation Lab to develop better citizen services

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Service design case for Heathrow Airport

London Heathrow Airport

Creating the front-line service standard to deliver the 'Make Every Journey Better' ambition

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Designing a compelling service vision to transform the operations

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Samsung Schools

Designing a digital solution for the collaborative classroom

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Virgin Hotels

Defining the guest experience for the first Virgin Hotel

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Customer experience design case for B&Q


Vision for Experience Stores

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Zurich Life

Driving greater customer engagement through digital services

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Customer Driven Transformation

How design-led companies get more of the right services to market faster

“For any who seek to improve their services, let this book be your design-led guide. It will enable you to truly transform your service, by staging engaging, personal, memorable and even beautiful experiences.

Download a free copy of the first two chapters of our book.

With this book, the authors show you how to instil an outside-in approach to strategy; moving away from management that’s technology, marketing or resource optimization-led, to one that is customer-inspired and experimental with innovation.