1) Unprecedented Corporate Speaker List
This year, Service Design Week has somehow wrangled an impressive list of speakers and practitioners from both agency and brands who are all focused on piercing through the hype of Customer Experience and Service Design to transform these practices into a synthesized “next generation” of business transformation that promises to deliver harmony between logistics, marketing, sales, advertising and customer demand.
What I find most enthralling is the opportunity to hear from more practitioners who are accountable for the realities facing brands and agencies, rather than big name stage performers or consultants. This show is definitely going to provide a peek behind a lot of curtains and expose some tried and true secrets for attribution across all lines of operations on brand and agency sides alike.
Here are just a few of the speakers to look forward to this year:
2) Diverse Set of Hands On Workshops
More than classroom lessons and great slideshows, this event has a day full of “hands on” workshops led by industry pioneers. Here just a few to put on your list of To Dos!:
Betting Big with Customer Goals
This introduction to service design will give you the practical tools and a solid understanding of core concepts to help you start applying service design across your organization. This is a crash course, starting at the most basic level, and boiling down the often esoteric and abstract concepts of service design into tangible skills. At the end of this workshop, you’ll feel confident in your understanding of service design and armed with a new toolkit to take action in your organization.
How to Pivot Organizational Culture toward Customer Centricity
Effective service design initiatives require going beyond just end-users to include front line staff and design for cultural change. Positive customer experience starts with every employee within your company. Develop a customer-centric strategy to drive repeat business and customer loyalty. Build a roadmap to: Hire and train new employees with your customers in mind, Strengthen customer-centric behaviors among your company’s leaders
Keeping-Up with Customer Expectations: Co-Creating Service Experiences for Future Economies
Service design is going primarily digital, evolving faster, trends are quickly changing, and expectations on standards are continuously being raised. Companies must be able to evolve their services & experiences just as fast in order to stay connected and competitive in the digital economy.
This workshop will explore digital-first strategies, tools, and tactics you can use to run highly productive remote meetings and Design Thinking sessions.
NOTE: This session is lead by MURAL who is pioneering some of the coolest CX / Service Design Collaboration tools in the market today. Truly cutting edge and uniquely positioned to help teams establish, cultivate and breed transformation across teams.
3) Learning from pioneers who live and breath transformation:
C-Suite Centricity: The CX Impact on Enterprise Performance
Dennis Wakabayashi: VP Integrated Commerce: The Integer Group/TBWA
The CX revolution is underway. Transformation is happening everywhere, and service design finds itself at the center of this storm.
This keynote address will inspire attendees to find new success by looking at CX strategy from an entirely different perspective, using “Time” as a unifying principal to deliver profitable CX across your organization.
I’ll unpack practical tools and methods to reveal the most important connections between CX, operations, and annual financial success
Scrappy & Fearless: Making Strategic Design a Critical Competency for the Large Scale Enterprise
Elizabeth Trudeau: Founder and Head of Strategic Design / WellsFargo
In large scale enterprises disparate silos struggle to restructure and collaborate around their customer’s experience. Often, design’s perspective isn’t included until late in the game—far after strategic direction has been set. How can Strategic Design help incorporate the customer perspective early and foster enterprise wide collaboration critical for service design success? In this session, Wells Fargo’s Founder and Head of Strategic Design, Elizabeth Trudeau, will share her story on the needs assessment and process behind the formation of a strategic design function:
o What is Strategic Design? Why is it important?
o Making the business case behind a strategic design function
o Becoming the advocate for cross-functional collaboration
o How to position strategic design as THE resource to navigate the Fuzzy-Front-End
4) Site Tours : Looking at Service Design and CX from the inside out.
Cantina Site Tour
Great teams yield better and faster results. That’s the philosophy of Cantina, a strategic design and development agency. By harnessing the power of collaboration, we help organizations move faster, work in new ways, and explore emerging technologies for practical innovation. Located in the center of Boston’s "Innovation" Seaport District, the tour will highlight:
A collaborative workspace for teams, startups, and clients.
Studio space for advance storytelling and prototyping using video, visual effects,
3D fabrication, and VR.
Cantina’s approach to human-centered design to deliver actionable insights.
Fidelity Labs Site Tour
Fidelity Labs is the innovation arm of Fidelity Investments. Our dedicated teams use methodologies such as Design Thinking and Lean Startup to rapidly identify and test new products and services to meet the evolving needs of Fidelity’s customers. In this tour, you will get to experience some of the experiments currently underway.
5) Tons of industry leading free content
Here are just a few of the great resources Service Design Week 2018 is sharing with the industry:
CCW Digital Executive Report: Customer Experience
You care about the customer experience. But is the experience you’re creating the one your customers actually want? CCW Digital surveyed everyday customers about what they demand when it comes to the customer experience.
Special Report: Frictionless Experience
Nearly every business views the “effortless customer experience” as a top strategic priority. But what does that really entail? What exactly constitutes “effort” in the eyes of the customer? What causes this effort? And how can it truly be reduced (or eliminated)? Key topics include: • Is effort really important...
Building on Human-Centered Design: Evolving the Discipline of Design Research
Presented by: David Weissburg, Director, Design Strategy, Fidelity LabsMark Rogers, Director, Design Strategist, Fidelity LabsMissed out on Service Design Week 2017? Human-Centered design has emerged as the industry standard for design research. But might human-centered research, by its nature of putting “the user” in the middle, be in danger of...
For a full list of free resources click here. https://servicedesignweek.iqpc.com/downloads