Customer Driven Transformation: Download the first two chapters

Engine’s new book: Customer-Driven Transformation Published July 2018!

Engine’s new book Customer-Driven Transformation is due to be published worldwide on Tuesday 3rd July (Saturday 28th July 2018 in the United States) by Kogan Page.

Written by Joe Heapy, Oliver King and James Samperi, Customer-Driven Transformation shows you how to use a design-led approach as a driver for organisational change, translating your vision into compelling services that will delight customers.

With this book, we show you how to instil an outside-in approach to business strategy; moving away from management that’s technology, marketing or resource optimisation-led, to one that is customer-inspired and experimental with innovation. Customer-Driven Transformation is a practical guide to leading a transformational programme within businesses using design thinking to change how services are created and ensuring everything is beautifully designed, elegant in use and brilliant in customer mindedness.

With contributions from leaders who have used design thinking to lead change in businesses like E.ON Energy, Bupa, Dubai Airports and the Hyundai Motor Company, Customer-Driven Transformation will give you the language and tools to take control of the design of the services you operate and customer experience and in doing so change your organisation.

Customer-Driven Transformation: How design-led companies get the right services to market is available now to pre-order from Kogan Page.

Visit our dedicated website customerdrivenbook.com 

#customerdrivenbook

More Engine work

london borough of southwark service design experience by engine 01

London Borough of Southwark

Using service design to tackle the social challenges to healthy eating

Read more
southeastern passenger blueprint rail experience by engine 01

Southeastern

Developing the seamless passenger blueprint for an enhanced passenger experience

Read more

Resources

Restart with impact

Open for business with a service that feels safe, with new magic touches to make your customers smile again.

Read more
measuring and ensuring the success of services

Measuring and ensuring the success of services

Operationalising a new strategy, or indeed a new service should trigger organisations to question what they are or are not measuring.

Read more