![]() In addition, digital touchpoints and technological advancements have increased the complexity of interactions between people and organizations. However, companies offering a wide ecosystem of services are often organized in silos, which undermines the communication between teams as they often do not have shared goals or aligned incentives between business units. ![]() While User Experience (UX) and Customer Experience (CX) are focused on touchpoints, Service Design focuses on both the customer interactions and business operations, processes and tools. ![]() In fact, according to Deloitte, in 2015 almost 70% of the Gross Domestic Product (GDP) worldwide was driven through the delivery of services, and the trend continues to grow. ![]()
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