Executive Director of Strategy
Office of Experience
October 16: Main Conference Day
Tuesday, October 16th, 2018
However strong a brand may be, thoughtful service is an essential ingredient for delivering value in moments that matter. But doing it well requires a far more holistic view than most companies take today. By using a new model that takes multiple dimensions into account—before and after, thinking and doing, big picture and small—service designers can ensure that when expectation and reality collide, brand and service work together in perfect harmony.