Reaching excellence with customers requires more than a good strategy. When it comes to execution, it takes craft, methods and skills to connect customers with the business in concrete ways. Service design offers a powerful toolbox to help organisations deal with internal challenges, enable a new customer experiences and create business value.
When combined with Business Architecture not only is rigor brought to design but also the appropriate organisation capabilities are defined, ensuring the right abilities are provided to meet the needs of the customer across the full lifecycle.
The interactive class will explore the connection between the customer experience, the customer engagement, and the organisation challenge, by working through design, architecture, and their intersections in the context of a space-age scenario.
Melvin is partner of strategy and business design at Livework. He is a business and strategy consultant with over 20 years’ experience working for companies across continents. He advises executives and businesses on the cutting edge of business innovation in industries ranging from telecommunications and financial services, to the public sector and entertainment.