The Latest
service roles and scripts

Designing Service Personas: Crafting Roles & Scripts for Frontline Staff

Optimizing frontline service begins with designing detailed personas, roles, and scripts—discover how to create authentic customer interactions that truly resonate.
on site ethnographic service insights

Ethnography in Service Design: On-Site Insights for Better Experiences

By immersing yourself in users’ environments through ethnography, you gain on-site insights that can transform your service design—discover how inside.
optimizing delivery customer experience

Last-Mile Magic: Designing Delivery & Follow-Up to Delight Customers

Providing innovative delivery solutions and proactive follow-up strategies, Last-Mile Magic transforms customer experience—discover how to truly delight your clients in urban logistics.
blending physical and digital

Phygital Retail: Blending Physical & Digital for Next-Level Shopping

Fascinatingly merging physical stores with digital tech, phygital retail is transforming shopping—discover how this innovation is shaping your future shopping experiences.
customer journey success metrics

Service Success Metrics: Measuring What Matters in Customer Journeys

Optimizing customer success requires understanding key metrics; discover how to measure what truly matters in your customer journeys.
global service customization strategies

Cross-Cultural Service Design: Adapting Offerings for Global Audiences

Discover how cross-cultural service design can transform global customer experiences and why understanding diverse norms is essential to succeed.
crisis ready service adaptation

Emergency-Proof Services: Adapting Experiences in Times of Crisis

Understanding how to adapt your services during crises is essential for resilience; discover strategies that can keep you ahead when it matters most.
transforming wait into opportunity

Designing the Wait: Turning Customer Downtime Into Positive Moments

Creating welcoming, sensory-rich environments transforms customer wait times into memorable experiences that keep them engaged and satisfied.
personalized online service experience

Humanizing Digital Touchpoints: Making Online Services Feel Personal

Unlock the secrets to humanizing digital touchpoints and discover how personalized, empathetic online interactions can transform user experiences forever.