Resources (3)

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Step into service design with our library of short articles, where we discuss the value and art of creating exceptional customer experiences.

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Overcoming the challenge of organisational change: Tips to succeed

Embracing change can be a daunting journey for most individuals, yet it often acts as a powerful catalyst for personal development, propelling... Read more

The challenge of fast and slow: Balancing speed and thoughtfulness for effective decision-making

Over the last few years, Agile methodologies have gained immense popularity. The notion of swift action and embracing failure as a learning... Read more

You can't buy passenger experience

The airport experience. For some, it conjures images of long queues, confusing signs, and mounting stress. But what if airports transformed from... Read more

Harnessing emotional connections: The key to customer loyalty and competitive success

We all strive for convenience, affordability, and efficiency in our day-to-day transactions, whether it’s buying a television set, a train ticket, or... Read more

Standing out in a crowded market: Cultivating distinctiveness in your organisation

The challenge of brand distinctiveness Read more

Embracing the “outside-in” perspective

In the context of the business world, it is important to recognise that customers are not just functional entities represented by entries in a... Read more

The power of a compelling vision in business: Lessons from Amul and The Body Shop

The Essence of a Vision-Led Business Strategy Read more

Be vision-led, be successful

The Essence of a Vision-Led Organisational Strategy Read more

Engine’s Six-Step Methodology to Building Effective Customer Personas

Understanding the Heart of Your Customers At Engine, our 20 years of experience in designing services and experiences for global organisations... Read more

Understanding Your Customers: How Customer Personas Drive Business Value

Bridging the Customer Understanding Gap Organisations across sectors acknowledge the importance of being customer-centric. Most have a grasp on... Read more

A Masterclass in Perfecting Your Personas

In customer experience and business strategies, 'customer personas' have become pivotal in shaping the interaction between companies and their... Read more

Blockbuster’s Downfall: The Consequences of Ignoring Customer Needs

Remember the days of strolling into a Blockbuster store to rent a movie? Those iconic blue and yellow signs signified a weekend movie night for many... Read more