- Small, persistent customer service failures may pose a bigger threat to customer retention than large, isolated incidents.
Forget about the “new normal”: Design something different
September 14, 2020 by Thomas A. Stewart and Patricia O’ConnellFive principles of service design, adapted for the COVID-19 era.Forget B2C and B2B — We Need B2I
August 22, 2018 by Peter SchwartzIn 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 designHappy 50th Birthday, ATM
June 27, 2017 by Thomas A. Stewart and Patricia O’ConnellBanking’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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Vulnerability is a necessity if we want to lead effectively.