Customer Driven Transformation: Download the first two chapters

Making the world a better place one service at a time

Mercedes-Benz

Developing a new service benchmark for aftersales service

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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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London Heathrow Airport

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

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Argos

Developing and operationalising a compelling service vision across channels

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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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B&Q

Vision for Experience Stores

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Zurich Life

Driving greater customer engagement through digital services

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