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For Customer Experience Professionals

The State Of Service Design, 2013

A Sea Of Small Agencies Delivers Strategic Customer Experience Offerings

December 31, 2013

Primary author headshot


  • By Kerry Bodine
  • with John Dalton,
  • Curt Nichols

Why Read This Report

Companies need to define and implement seamless customer journeys that span time and multiple touchpoints. To help achieve that goal, this report sheds light on the current state of service design, an important but relatively obscure design subspecialty. Our survey data covers service design agencies in Europe, the Middle East, and Africa (EMEA); North America; Asia Pacific; and Brazil. Customer experience professionals can leverage the insights in this report to better understand the field of service design and how service design agencies can support their customer experience improvement and innovation initiatives.

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Table of Contents

  • Customer Experience Professionals, Meet Service Design
  • Small Agencies Provide Strategic Services To Clients Of All Sizes

  • Fragmentation Leaves The Industry's Future Up For Grabs
  • Supplemental Material
  • Related Research Documents