Leveraging the Customer Journey as a dynamic change plan / Daniel Ewerman / Episode #14
How do you put customers at the heart of your business? Daniel Ewerman talks about the power of the customer journey when it's treated as a change plan instead of a deliverable. We also talk about the need to design service organisations not just services.
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EPISODE GUIDE
1:25 - Daniels first encounter with Service Design.
5:17 - Why do organisations fail to put the customers at the center of their business?
14:00 - Why service design(ers) shouldn’t design services but organisations?
22:12 - What if the customer journey is a dynamic change plan?
28:01 - Expert tip: get yourself familiair with the language.
29:18 - Big question: how to create ownership of the change plan?
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ABOUT DANIEL EWERMAN
Twitter ➜ https://goo.gl/6WgiAw
LinkedIn ➜ https://goo.gl/3j9rzu
LINKS FROM THE SHOW
Transformator Design ➜ https://goo.gl/8AXngy
Custellence ➜ https://goo.gl/x5kQon
Customer experience: why some organisations succeed - and others don't (book) ➜ https://goo.gl/cTVBma
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MORE EPISODES
Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow
OFFICIAL YOUTUBE CHANNEL
Every episode of the Service Design Show is also available as via the official YouTube channel ➜ http://youtube.com/c/servicedesignshow
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EPISODE GUIDE
1:25 - Daniels first encounter with Service Design.
5:17 - Why do organisations fail to put the customers at the center of their business?
14:00 - Why service design(ers) shouldn’t design services but organisations?
22:12 - What if the customer journey is a dynamic change plan?
28:01 - Expert tip: get yourself familiair with the language.
29:18 - Big question: how to create ownership of the change plan?
----------------------------------------
ABOUT DANIEL EWERMAN
Twitter ➜ https://goo.gl/6WgiAw
LinkedIn ➜ https://goo.gl/3j9rzu
LINKS FROM THE SHOW
Transformator Design ➜ https://goo.gl/8AXngy
Custellence ➜ https://goo.gl/x5kQon
Customer experience: why some organisations succeed - and others don't (book) ➜ https://goo.gl/cTVBma
----------------------------------------
MORE EPISODES
Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow
OFFICIAL YOUTUBE CHANNEL
Every episode of the Service Design Show is also available as via the official YouTube channel ➜ http://youtube.com/c/servicedesignshow
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