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2018 Service Design Week Event Guide

SERVICE DESIGN WEEK 2018October 15-18, 2018 | Boston MACustomer Management Practice is proud to host our second Service Design event this coming October to a fantastic audience of ...

Exclusive Content

The Evolution of Service Design

This timeline features the evolution of service design, highlighting how this methodology emerged, the thought leaders who brought it to life, and how it is recently being leveraged as a business strategy in the world’s most competitive companies.

2018 Service Design Week Current Attendee List

Interested in attending Service Design Week? Take a look at this list to find out who's confirmed to attend. (Last Updated 8.1.2018)

Amazon's Head of Design, Internet of Things: Exclusive Interview

Customer Management Practice's Principal Analyst, Ryan Gaviria, speaks further with Joanna Peña-Bickley, Amazon's Head of Design, Internet of Things about her unique philosophy, career journey and deep passion for customer experience.About Joanna: Joanna Peña-Bickley is a humble visionary that has lead the way for such companies as, MATTER, Wunderman, Digitas,...

Mastering the Design Sprint

Brought to you by Service Design Week's Media Partner, The Accidental Design Thinker, take a closer look to see how they are learning more about Design Thinking and the Design Sprint.

The Accidental Design Thinker's Crash Course in Service Design

Not long after “accidentally” discovering the world of design thinking, the Accidental Design Thinker was introduced to the equally wonderful world of service design. Brought to you by our 2018 Service Design Week Media Partner, take a look at how they discovered the wonderful world of service design.... through a...

The Art and Science of Better Insights and Ideas: A How-to Guide

Brought to you by ChaordixIf you’re ready to create a more meaningful relationship with customers, learn about the most effective ideation and insight generation techniques, and experience the benefits of a thriving co-creative community, read on!

The CINO’s Guide to Open Innovation in a Mobile, Social World

Brought to you by ChaordixWhen You’re Too Big To Think BigIf you’re reading this, it’s because you’re a leader who wishes to drive innovation in your company in a thoughtful and purposeful way. That’s why entire sections of this book are dedicated to learning how to manage an open innovation...

The Marketer’s Guide to Customer Participation and Co-Creation

Brought to you by ChaordixWhat do people want to buy? Wouldn’t every marketer love to know. It’s a fundamental question that leads to several others.Is it an item’s features that matter most?How important is storytelling for selling a particular product?How much is a customer willing to pay for a given...

2018 Service Design Week Attendee Kit

Getting ready for Service Design Week?Take a look at our 2018 Service Design Week Attendee Kit for the exciting new things we have in store for you!- FAQs- Speakers- The Fun Stuff- Onsite Team- 2018 Event Partners- The Accidental Thinker

Case Study: Rubbermaid Commercial Products

Rubbermaid Commercial Products (RCP) asked IN2 to design a new service that would improve the recycling rates in commercial office towers. We got to take on a problem experienced all around the world – recycling– and, by focusing on the daily experiences of office workers, show significant improvement in how...

2+2 Extra Steps To Whole Customer Service Design

Service design is fundamentally meant to create complete and holistic customer experiences. But all too often, we find large organizations struggle with the scope that is truly required of whole experiences. Check out this Service Design recap to help you design more whole-journey, customer-centric services. 

Service Design 101

Service design represents the umbrella discipline for the creation, optimization and execution of experiences with users and customers. It is not limited exclusively to physical or digital interactions, a single product/service, or customer-facing touch points, but is inclusive of the holistic service blueprint, including the front stage and backstage actors...

Service Design Week ROI Toolkit

Thinking about attending Service Design Week? We are here to help you convince your colleague or manager to attend. Take a look at the top reason why you should attend. This ROI toolkit includes:- Convince your boss letter- Top reasons to attend- Estimated Budget Expense Sheet- and more!If you are...

2018 Service Design Week Sponsorship Prospectus

Interested in becoming an event partner for Service Design Week? Sponsorship comes in so many shapes and sizes. The most important part: getting you in the spotlight in a way that's perfect for your business. Take a look at the 2018 Sponsorship Prospectus now. Want to connect with a team...

Customer Journeys

Brought to you by CCW Digital, in today’s era of customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating “pain points” for your customers.This Special Report on Customer Journeys ...

2017 Service Design Week Post Show Report

Interested to see what happened last year? Our inaugural Service Design Week was proud to gather the service design community, from newbies to experienced practitioners, diving deep into what service design can mean for customer management. As we embark in 2018, we look forward to reconvening this community to continue...

2018 Service Design for Financial Services Focus Day FAQs

Service Design is relatively new. Most FinServ organizations are not. Based on extensive industry research and feedback from our Service Design sector events, including Design Thinking, the urgent need for customer centric, digital transformation in financial services is stronger than ever. The Service Design for Financial Services Focus Day will...

Expert Interview Series

Expert Interview Series: David Gardner, VP of Marketing at Chaordix

Brought to you by the team at Service Design Week and as part of our Expert Interview Series, David Gardner, VP of Marketing at Chaordix discusses his take on service design.

Expert Interview Series: Brian Roderman, President and Chief Innovation Officer, IN2

Brought to you by the team at Service Design Week and as part of our Expert Interview Series, Brian Roderman, President and Chief Innovation Officer at IN2 discusses some of the service design challenges and trends.

Expert Interview Series: Phil Charron, Executive Vice President, Think Company

Brought to you by the team at Service Design Week and as part of our Expert Interview Series, Phil Charron, Executive Vice President at Think Company discusses some of his projects and critical components for CX success.

Expert Interview Series: Dennis Wakabayashi, Vice President, Digital and Commerce Integration, The Integer Group

Brought to you by the team at Service Design Week and as part of our Expert Interview Series, Dennis Wakabayashi, Vice President, Digital and Commerce Integration at The Integer Group discusses his take on service design.

Expert Interview Series: Bryan Taylor, Founder, Creative Director, Drawn

Brought to you by the team at Service Design Week and as part of our Expert Interview Series, Bryan Taylor, Founder, Creative Director at Drawn discusses his take on service design.

2017 Resources

CCW Digital Executive Report: Customer Experience

You care about the customer experience. But is the experience you’re creating the one your customers actually want? CCW Digital surveyed everyday customers about what they demand when it comes to the customer experience.

Special Report: Frictionless Experience

Nearly every business views the “effortless customer experience” as a top strategic priority. But what does that really entail? What exactly constitutes “effort” in the eyes of the customer? What causes this effort? And how can it truly be reduced (or eliminated)? Key topics include: • Is effort really important...

2017 Service Design in the News

Service Design is gaining traction as the leading methodology for designing and delivering service experiences across industries and sectors. Service Design Week compiled some leading case studies on just how service design is being utilized to maximize value for all stakeholders. In addition, check out some of the open source...

Design for Health

Presented by: Emilee Kaufman, Manager, Corporate Partnerships, Population Services International (PSI)Mary Philips, Program Manager, Population Services International (PSI)Missed out on Service Design Week 2017? Brought to you by our Philanthropic Partner, PSI, PSI takes a business approach to saving lives by addressing HIV/AIDS, malaria, sanitation and access to contraception in...

Opening the Experience Aperture

Easy Service Design Techniques to Design Customer Ecosystems Beyond the CX/UX VerticalPresented by: Peter March, Director of User Experience, FCB HealthMissed out on Service Design Week 2017? Leveraging case studies and anecdotes, Peter introduced attendees to the tested tools and techniques from the field of service design that they can...

Reinventing Customer Services

Content, Service Design, and Customer SupportPresented by: Heather Simon, Director, Service Design, AutoDeskMissed out on Service Design Week 2017? Five years ago, Autodesk recognized a need to reinvent how they were delivering services to customers. Heather Simon, Autodesk’s first Service Design Director, was brought on to build a service design...

Building on Human-Centered Design: Evolving the Discipline of Design Research

Presented by: David Weissburg, Director, Design Strategy, Fidelity LabsMark Rogers, Director, Design Strategist, Fidelity LabsMissed out on Service Design Week 2017? Human-Centered design has emerged as the industry standard for design research. But might human-centered research, by its nature of putting “the user” in the middle, be in danger of...

2017 Service Design Week Attendee List

Interested to see who attended Service Design Week? Take a look at our 2017 current attendee list where you will get a sneak peak at the organizations that will be joining you this year!Companies included:- AutoDesk- Fidelity Labs- Nokia- TD- Visaand many more. View the full list or email us...