Service Design Agency Overview, 2013

December 31st, 2013

Michael Gazala

Kerry Bodine

With contributors:

John Dalton , Curt Nichols

Summary

Service designers define and implement interactions that span time and multiple touchpoints — as well as the behind-the-scenes activities and systems that enable firms to deliver those interactions as planned. These firms can help companies improve their customer experience maturity. To help customer experience professionals kick-start the agency selection process, Forrester gathered details about 103 agencies that perform a range of service design work in Europe, the Middle East, and Africa (EMEA); North America; Asia Pacific; and Brazil. This report includes self-reported data about agency size, industry expertise, capabilities, locations, and target clients.

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