About Richard Ekelman
SDGC18 Workshop Facilitator with Titta Jylkäs
Richard is the Founder of SERV/, a registered benefit corporation that focuses on building internal capabilities through public service design certificate courses and private project-based training. His experience ranges from external consulting for Internal Hotel Group, UnitedHealth Group, UHG International, ATT, Exelon, Verizon Business, Airgas, Synchrony Bank, AMEX Travel. Additionally he has worked on internal teams for bSwift, ZS Associates and Walgreens. He is a Master Service Design trainer accredited by the Global Service Design Network. Richard holds an MFA in Service Design from the Savannah College of Art & Design.
Richard’s interest in Service Design
Artificial intelligence (AI) is one of the rising technologies that also affect how services can be delivered and how businesses can interact with customers. Through voice and chat interfaces many AI services have already made their entrance to the market and are shaping the expectations of customers towards service interactions. Where AI can provide new skills and access to larger amount of information, service design (SD) functions as a practice to define how AI and why AI is used and what are implications of AI for customer behavior and service value.