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Reinventing Customer Services

Reinventing Customer Services

Content, Service Design, and Customer Support

Presented by: 
Heather Simon, Director, Service Design, AutoDesk

Missed 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 organization for this purpose. Hear Heather’s service design journey, including:

  • How her product management and communications background prepared her for service design leadership
  • The cross-functional role of her service design shop acting from the operations silo
  • “Train the trainer” initiatives across Autodesk design teams to evangelize service design methods
  • Atlas, her team’s bespoke journey mapping software, now used company-wide

Take a look at her presentation. 


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