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