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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
21st Apr 2021

Is service design different to experience design?

by
Dr. Graham Hill
Any Answers comment Icon 6
questions
Engagement
27th May 2021

Do we design experiences for brands or customers?

by
Dr. Graham Hill
Any Answers comment Icon 1
Designing service
Customer experience management
6th Jul 2021

Is the chief experience officer a ceremonial job?

by
Dr. Graham Hill
Blog image, notepad with pen
Customer experience management
8th Jul 2021

The sweet spot: Journey design plus RTIM

by
Dr. Graham Hill
Blog image, notepad with pen
Customer experience management
13th Jul 2021

The sweet spot: Journey analytics plus research

by
Dr. Graham Hill
Blog image, notepad with pen
Engagement
21st Jul 2021

Why you need to map the customer's ecosystem

by
Dr. Graham Hill
Any Answers comment Icon 8
customer ecosystem
Customer experience management
21st Jul 2021

Do you need a customer interaction catalogue?

by
Dr. Graham Hill
Blog image, notepad with pen
Customer experience management
22nd Jul 2021

Should you nudge, boost or redesign the experience

by
Dr. Graham Hill
Blog image, notepad with pen
Customer experience management
29th Jul 2021

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

by
Dr. Graham Hill
Blog image, notepad with pen
Customer experience management
3rd Aug 2021

Who are the 'real CX influencers'?

by
Dr. Graham Hill
Blog image, notepad with pen
Customer emotion
9th Aug 2021

Should we put customer decisions before emotions?

by
Dr. Graham Hill
Blog image, notepad with pen
Customer experience management
11th Aug 2021

Is it time to unbundle the service experience?

by
Dr. Graham Hill
Blog image, notepad with pen
Engagement
19th Aug 2021

Should you make things easy for customers?

by
Dr. Graham Hill
Any Answers comment Icon 5
Easy life customers
Loyalty
31st Aug 2021

Should companies prioritise service or experience?

by
Dr. Graham Hill
Any Answers comment Icon 2
Scales service experience
Customer experience management
10th Sep 2021

Are you designing '3D' experiences?

by
Dr. Graham Hill
Blog image, notepad with pen

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Latest resources

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