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.
Discover the transformative power of service design and unlock the full potential of your business. Get in touch with our service design experts today and start improving or innovating your services and customer experience.