Chart Your Course Report

Service Design Improves CX By Bridging Silos

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

January 11th, 2019
Karine Cardona-Smits, null
Karine Cardona-Smits
With contributors:
David Truog , Joana de Quintanilha , Maxie Schmidt , Cheryl Hart , Apurva Mishra , Amanda Chen , Shayna Neuburg


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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