Read time 14 mins
Customers are now more connected, informed, and empowered than ever before. They demand frictionless experiences across multiple touchpoints and expect it as their new baseline expectation.
Such a shift calls for a holistic approach to service design that transcends individual products or channels. One that focuses on crafting end-to-end experiences that continuously delight and authentically engage customers at every step of their journey.
But understanding, navigating and then implementing effective service design programmes is challenging.
Where do organisations begin on this journey? How do they measure success, and who drives this significant change internally?