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Friday, January 19 • 3:15pm - 3:45pm
Beyond the screen: Service design in the age of Digital

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What is service design and why should you care? What about user-centered design and all the UI/UX? Digital is a key touchpoint for the customer, however, successful delivery of delightful customer experiences is a multi-modal effort that involves your employees, partners, systems, and even brand. Great service experiences involve elegant orchestration of all the moments customers engage with your company, whether they are visiting a physical space, being attended to, calling a support number, or receiving an SMS alert.

In this session, we will understand the difference between service design and other design disciplines you might already be employing, and will check out tools that will help you see your customer’s entire journey with your service clearly, identify ways to make it more seamless and delightful, and unite your organization in delivering on this vision.

avatar for Peyush Agarwal

Peyush Agarwal

Global Strategic Design Director, DesignIt
Design Thinker. Experience Strategist. Intrapreneur. Designit Bangalore founder and MD. Award-winning people manager. Peyush is a business leader with 20+ years of experience leading global, diverse teams in strategic design and innovation, business transformation, and experience... Read More →

Friday January 19, 2018 3:15pm - 3:45pm IST
Grand Ball Room (GBR)