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All articles tagged: service design

When molehills are worse than mountains

February 15, 2021 by Matt Palmquist

Small, persistent customer service failures may pose a bigger threat to customer retention than large, isolated incidents.

Related tags: consumer insights, consumers, consumer trends, customer experience, service design
Forget about the “new normal”: Design something different

September 14, 2020 by Thomas A. Stewart and Patricia O’Connell

Five principles of service design, adapted for the COVID-19 era.

Related tags: coronavirus, COVID-19, customer service, innovation, retail trends, service design
Forget B2C and B2B — We Need B2I

August 22, 2018 by Peter Schwartz

In the fast-approaching world where tailored products and customer experience are a competitive advantage, the old categories of business will be obsolete.

Related tags: consumers, customer experience, digital retail, digital strategy, service design, user-centric design
Happy 50th Birthday, ATM

June 27, 2017 by Thomas A. Stewart and Patricia O’Connell

Banking’s greatest technological innovation offers timeless lessons in improving customer experience.

Related tags: banking, design thinking, financial services, innovation, mobile banking, service design, technology

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