The design industry can often seem fragmented, diverse and bewildering, but we can all draw some comfort from trying to make a living against a backdrop of ‘universal’ business realities. Global ...

Most B2B technology companies recognise that building products and services that customers need, understand how to use and will pay for is complex, requiring collaboration from all areas of the ...

In this article, we will introduce what service design is and explain why without it, there cannot be a good customer experience. Over the years, the taxonomy of design has grown more and more ...

The best customer service is built around what your customers need, feel and think about your brand. Mukesh Mirchandani of Freshworks shares four ways to put customers first in platform design There's ...

Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization. How well do you put yourself in your customer’s shoes? Year in and year out, ...

Recent experiences with One Communications (OC), formerly GTT, show that they need to revamp their Customer Service design to become more efficient and highly responsive when a customer is having poor ...

Join this webinar to explore the hidden opportunities in customer service design and why creating a seamless experience may be the key to consumer duty. How has technology changed and how has this ...

Blind spots can sabotage the thinking of even the most well-versed and experienced experts. Here are five areas I've seen expert advice in customer service and customer experience go off course from ...

Being a part of an in-house service design team in the BBC comes with a lot of perks. I get to work on many complex and exciting projects, with a wide range of stakeholders. Every project is an ...

John Iwuozor is a freelance writer with expertise in the technology field. He has written for a host of top tech companies, the likes of Technologyadvice, Tripwire amongst others. He's an avid chess ...