Leveraging the Customer Journey as a dynamic change plan / Daniel Ewerman / Episode #14
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. \n\n----------------------------------------\n\nEPISODE GUIDE\n1:25 - Daniels first encounter with Service Design.\n5:17 - Why do organisations fail to put the customers at the center of their business?\n14:00 - Why service design(ers) shouldn\u2019t design services but organisations?\n22:12 - What if the customer journey is a dynamic change plan?\n28:01 - Expert tip: get yourself familiair with the language.\n29:18 - Big question: how to create ownership of the change plan?\n\n----------------------------------------\n\nABOUT DANIEL EWERMAN\nTwitter \u279c https://goo.gl/6WgiAw\nLinkedIn \u279c https://goo.gl/3j9rzu\n\nLINKS FROM THE SHOW\nTransformator Design \u279c https://goo.gl/8AXngy\nCustellence \u279c https://goo.gl/x5kQon\nCustomer experience: why some organisations succeed - and others don't (book) \u279c https://goo.gl/cTVBma\n\n----------------------------------------\n\nMORE EPISODES\nEnjoyed the show? Take a look at some of the other episodes \u279c @servicedesignshow\n\nOFFICIAL YOUTUBE CHANNEL\nEvery episode of the Service Design Show is also available as via the official YouTube channel \u279c http://youtube.com/c/servicedesignshow