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.
Mike grew up interested in both the complications and detail of engineering and the thoughtfulness and simplicity of art. Across his career he has applied these interests to define numerous business design frameworks across a variety of industries and solve the elusive outside in and inside out alignment, for organisations such as JPMorgan Chase and GMAC. More recently Mike became an advisory board member of the Business Architecture Guild.