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James' Interview with My Customer

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James talks to My Customer about how service design creates customer-centricity, and answers the questions:

  • What exactly is service design?
  • What are the main business benefits of transformative service design?
  • What types of tools and techniques would typically characterise a service design initiative?
  • How do you envisage the worlds of service design and customer experience management will dovetail?
  • Who would typically steer a service design project within an organisation?

Watch the interview here.

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