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.