Why do so many organisations still struggle to deliver great customer experiences?

In this episode of BA Brew, Stuart Mullinger speaks with Dr Debra Paul and Jonathan Hunsley about their new BCS book, Service Design: A Practical Guide to Creating Customer-Centric Services, and explores why service design has become an essential discipline for organisations seeking to improve customer experience and business transformation.

The discussion covers practical service design techniques, professional standards, collaboration across change professions and how organisations can design services that create better outcomes for customers.

In this episode you'll learn:

✔ Why service design matters more than ever

✔ How to improve customer experience through service design

✔ T ...