2021 Pandemic Personas – Download your CX toolkit now

Service Design resources and insights

The future of education: Pandemic stories

At Engine Service Design, we’re constantly looking to reimagine improved services and experiences for the future. The COVID-19 pandemic highlighted some incredibly important areas in education that we believe could be addressed, using service design to improve the educational journey.

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Designing a better education system for our children

We all knew that the education system had room for improvement. The COVID-19 pandemic brought this home (literally) as lockdowns forced schools to provide online solutions, for which most were seriously underequipped.

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The Rise of the Chief Experience Officer

Considered “unconventional” in the early 2000s, the Chief Experience Officer (CXO), or the Chief Customer/Client Officer (CCO), are relatively new positions at a senior executive level. They were originally only considered relevant to customer-centric companies. However, in this post-COVID world, where the customer experience is the main differentiator, companies ignore this important position at their peril. Indeed, the Harvard Business Review argues that all companies should have a Chief Experience Officer.

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Five top automotive brands for customer experience in 2022

Over the last couple of years, we have all begun to value positive experiences and connection even more than we did before. Many things we took for granted were taken away from us, forcing us to re-evaluate our priorities.

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Five top UK companies for employee experience in 2022

When the COVID-19 pandemic hit no one could have anticipated that the changes in working practice it led to would have such a lasting impact.

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Five top UK retail brands for customer experience in 2022

Retailers deal directly with multiple customers day in, day out. A positive customer experience (CX) should be a given, but we all know this is not always the case. Some retail brands manage to set themselves apart by offering a better CX than others.

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Why digital is no longer enough to create value and differentiate your customer experience

Cast your mind back just a few years and the digital customer experience some companies delivered was enough to differentiate them from their competitors.

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3 Steps to align your customer and employee experience

As we found in our previous articles in this series of blogs about the employee experience, creating a positive employee experience is vital for companies who wish to attract and retain the best personnel. And designing that experience should be approached with a methodical, results-based process that looks at the experience holistically.

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Getting ahead in today’s experience economy: Why employee experience is critical

The importance of managing experiences properly is not a new concept. Back in 1998, Gilmore and Pine published an article in the Harvard Business Review, coining the term ‘experience economy’ and focusing on the ‘fourth economic experience’. They argued that the service economy followed the three previous stages of an economy: agrarian, goods-based, and service.

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Which factors have the greatest impact on employee experience?

We talked about the experience economy in our previous blog and why the employee experience is so important. To create the optimum employee experience, it is first necessary to understand where the areas of friction are. Only then can a positive experience be designed that will increase productivity, improve retention rates, and enhance brand reputation.

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