How do you put customers at the heart of your business? Daniel Ewerman talks about the power of the customer journey when it's treated as a change plan instead of a deliverable. We also talk about the need to design service organisations not just services.

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EPISODE GUIDE

1:25 - Daniels first encounter with Service Design.

5:17 - Why do organisations fail to put the customers at the center of their business?

14:00 - Why service design(ers) shouldn’t design services but organisations?

22:12 - What if the customer journey is a dynamic change plan?

28:01 - Expert tip: get yourself familiair with the language.

29:18 - Big question: how to create ownership of the change plan?

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ABOUT DANIEL EWERMAN

Twitter ➜ https://goo.gl/6WgiAw

LinkedIn ➜ https://goo.gl/3j9rzu

LINKS FROM THE SHOW

Transformator Design ➜ https://goo.gl/8AXngy

Custellence ➜ https://goo.gl/x5kQon

Customer experience: why some organisations succeed - and others don't (book) ➜ https://goo.gl/cTVBma

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MORE EPISODES

Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow

OFFICIAL YOUTUBE CHANNEL

Every episode of the Service Design Show is also available as via the official YouTube channel ➜ http://youtube.com/c/servicedesignshow