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For Customer Experience Professionals

Service Design Improves CX By Bridging Silos

Companies With Fragmented CX Efforts Can Do Better By Learning The Service Design Approach

January 11, 2019

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Why Read This Report

Brands are investing in customer experience (CX) but still struggle to meet expectations. Why? It's often because of missteps in the way they adopt UX practices and innovate. CX and UX professionals can do better by correctly applying an approach that effectively factors in the complexity of the ecosystem at play in end-to-end customer journeys: service design. This report lays out four best practices for getting service design right, so that those CX investments result in tangible and significant improvements in CX.

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Table of Contents

  • Brands Invest In CX But Take An Overly Narrow Approach
  • The Service Design Approach Widens Your Aperture For Better CX
  • Recommendations

  • How To Get Started With Service Design To Reap Its Rewards
  • Related Research Documents

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