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Service Design resources and insights

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 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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6 Reasons customers personas can help you create experiences your customers love

In this blog, we share how using Customer Personas, during the service design process, gives companies a creative tool to help imagine what customers need and will value. This facilitates service design from the point of view of the target customer who will actually be using it, making it far easier to produce something that is fit for purpose.

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9 Steps to create a compelling vision

The service design process works best when all stakeholders are invested in it at an early stage. It’s vital for brands to stand out and provide excellent customer experiences. This can only be done effectively by taking a holistic view and designing with the target customer in mind. For service design, this can sometimes

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How target customer journey mapping can revolutionise the customer experience

This is the third in a series of 5 Blogs, where we explore 5 key tools in the Service Designers Toolkit – Customer Personas, Customer Journey Mapping, Visioning, Concepting and Service Blueprinting.

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What is service design concepting and how is it valuable for organisations?

You could be forgiven for assuming ‘concepting’ is a typo. It’s not. It’s a word used often in service design to mean the generation of new ideas. It’s a vital part of the service design process service design and without it companies risk limiting their idea generation to fit with their existing systems, resources, and capabilities.

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5 Ways a company can benefit from a service blueprint

In this blog, we share how Service Blueprints can be used for service operations and service positioning, as well as diagnosing operational problems. They are extremely useful when planning new services or improving existing ones. They can also help create better performance indicators.

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Who are the top 10 best UK brands for customer service and experience?

Top 10 best UK brands for customer service and experience in 2018.

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