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Leveraging the Customer Journey as a dynamic change plan / Daniel Ewerman / Episode #14
Service Design Show
English - October 20, 2016 16:27 - 32 minutes - 59.6 MB - ★★★★★ - 11 ratingsBusiness Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
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.
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EPISODE GUIDE
1:25 - Daniels first encounter with Service Design.
5:17 - Why do organisations fail to put the customers at the center of their business?
14:00 - Why service design(ers) shouldn’t design services but organisations?
22:12 - What if the customer journey is a dynamic change plan?
28:01 - Expert tip: get yourself familiair with the language.
29:18 - Big question: how to create ownership of the change plan?
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ABOUT DANIEL EWERMAN
Twitter ➜ https://goo.gl/6WgiAw
LinkedIn ➜ https://goo.gl/3j9rzu
LINKS FROM THE SHOW
Transformator Design ➜ https://goo.gl/8AXngy
Custellence ➜ https://goo.gl/x5kQon
Customer experience: why some organisations succeed - and others don't (book) ➜ https://goo.gl/cTVBma
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MORE EPISODES
Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow
OFFICIAL YOUTUBE CHANNEL
Every episode of the Service Design Show is also available as via the official YouTube channel ➜ http://youtube.com/c/servicedesignshow