Service Design & Customer Experience: An Expert Panel

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As a relatively new design discipline, Service Design is still being defined by its practitioners as well as its application in commercial and government settings. Today we see service design methods and tools used to drive the front end and back end improvement of customer experiences in a variety of ways — from strategy to digital experiences to 3-D retail settings. However, we know that service design has a lot more value to provide when it intersects with adjacent disciplines such as CX measurement, data analytics, process reengineering, business model development, and change management. These intersections become increasingly important as intended experiences are tested, planned and built.

Through an expert panel discussion, this session will explore where service design and customer experience interact most frequently, and where service design can venture into new territory to bring innovation and business value to the organizations and government agencies where it is deployed.

We are very grateful to Deloitte, our host and sponsor for the evening! Cocktails and light hors oeuvres will be served

Jeneanne Rae, Specialist Executive, Deloitte Customer Strategy and Applied Design practice, and co-author of a new article, Service Design in Government

Brian Andrews, Senior CX Principal, Medallia and former VP CX at Sprint and Intuit
Cindy McKissock, VP, Customer Experience Design, Fannie Mae
Michael Amante, CX Lead, GSA Centers for Excellence
Katherine Rodriguez, Creative Director, Marriott CX Innovation Team

6:00 – 6:30 pm Registration & Networking
6:30 – 7:00 pm Program intro & Jeneanne Rae presentation
7:00 – 8:00 pm Panel Discussion
8:00 – 8:30 pm Q & A Dialog
8:30 – 9:00 pm Networking and adjourn

This will be the third event in our series on the evolution of service design. Building on the success of our previous discussions, this upcoming conversation is not to be missed. Join us!

Deloitte Consulting, LLP’s Customer Strategy & Applied Design team focuses on helping clients discover, design, and prototype customer growth strategies and innovation portfolios to create and drive change in a digital world. We bring knowledge and offerings to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them. Our team of professionals have deep capabilities in strategy, customer experience, human-centered design, service design, digital strategy, and innovation for federal government, state and local government, and private sector clients.