Samuel Simon
Author - Samuel Simon

What is involved in achieving customer-centricity and how do you move your organisation from where you are to where you want to be?

Customer experience is an increasingly important area of focus for businesses. Building internal capability to become customer centric is one of the key trends that we’re seeing in service design.

Livework - sponsor of the Service Design Global Conference 2018 - have been pioneering service design since its early days and are increasingly asked by clients to help embed capability in their organisations. Happily, this tends to increase successful outcomes as change is internally driven, with all the extra understanding of structure, culture and willingness to embrace change (or not!) that this brings. At this years's Service Design Global Conference in Dublin they are running a masterlcass designed to equip you with a better understanding of what’s involved in achieving customer-centricity and how to move your organisation from where you are to where you want to be.

Livework will deliver a masterclass in customer-centricity within organisations. This will cover a breakdown of the different aspects that need to be taken into account, as well as the most common challenges to becoming customer-centric and how these might apply to you.

This masterclass will provide you with a framework to organise your thinking about customer-centricity, whatever your role is and whatever kind of organisation you work for.

Through practical exercises, you’ll be able to assess your organisation's maturity in customer centricity and gain some practical ideas of how to take the next steps in moving your organisation forward.

"We love the satisfaction of solving complex challenges for our clients. We love learning from the people we work with and understanding how the world is connected. We haven’t met a challenge yet where our approach isn’t applicable. What we learn in healthcare, we apply in manufacturing. We truly understand the power of design to transform when put in the hands of the right people at the right time." - Livework

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Livework designs better services.
Livework was founded in 2001 with the sole aim of designing better services. As pioneers of Service Design they have developed a broad range of tools to approach challenges that range from major organisational change through to quick wins.
From their studios in London, Rotterdam and São Paulo, they work across any and all fields and industries with clients all over the world helping them to transform their organisations by understanding and serving their customers better.

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Workshop facilitator: Sanne Pelgrom (Senior Service Designer & CX Consultant)

Workshop facilitator: Sanne Pelgrom (Senior Service Designer & CX Consultant)

"At Livework we work at the intersection of business, people and creativity. And that is a beautiful place if you’re interested in creating more value in the world. Inspiring and enabling people to unlock that value in their organisations through Service Design techniques is greatly fulfilling to me."

 

Sanne trained as an industrial design engineer and as his focus expanded from products to ecosystems his focus turned to branding and its potential to create great customer experiences. He has experience in experience design, brand activation, innovation strategy and as an entrepreneur. Since joining Livework he’s worked on projects ranging from a pioneering kitchen design start-up to helping Adidas envision future service strategy

Workshop facilitator: Thaís Tozatto Maio (Service Designer)

Workshop facilitator: Thaís Tozatto Maio (Service Designer)

"Customer centricity is the future, and enabling clients to embed the ability to achieve it is ultimately what will ensure that we have better services."

 

Thaís joined Livework as a Service Designer in 2015 and has worked on projects ranging from developing a smart-parking service with Ford, through to increasing the uptake of Restorative Justice amongst young people. She has worked across a wide range of sectors, including mobility, education, IT, healthcare and retail and has a particular interest in sustainability. She has a masters in Service Design Innovation from the London College of Communication (UAL) and a bachelors in Architecture from the University of São Paulo.

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