Rethinking the service experience

Dr. Graham Hill. Associate Director Optima Partners, explores some of the most important questions that today's customer experience practitioners must consider. 

Engagement

Is service design different to experience design?

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questions
Engagement

Do we design experiences for brands or customers?

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Designing service
Customer experience management

Is the chief experience officer a ceremonial job?

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Customer experience management

The sweet spot: Journey design plus RTIM

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Customer experience management

The sweet spot: Journey analytics plus research

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Engagement

Why you need to map the customer's ecosystem

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customer ecosystem
Customer experience management

Do you need a customer interaction catalogue?

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Customer experience management

Should you nudge, boost or redesign the experience

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Customer experience management

"I've come to take away your VIP gifts!"...

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Customer experience management

Who are the 'real CX influencers'?

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Customer emotion

Should we put customer decisions before emotions?

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Customer experience management

Is it time to unbundle the service experience?

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Engagement

Should you make things easy for customers?

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Easy life customers
Loyalty

Should companies prioritise service or experience?

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Scales service experience
Customer experience management

Are you designing '3D' experiences?

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