You are all invited to join the first edition of the SDN Global Café event series. A virtual series aims to connect our beloved SDN members, provide more networking opportunities, and tackle relevant Service Design topics.
In this upcoming session, Liz LeBlanc from Livework will present a Touchpoint article, ‘A Better Approach to Measure Service Performance’.
- Welcome & SDN Update - Birgit Mager and Brian Gillespie (15 min)
- Presentation and Q&A - Liz LeBlanc Livework (25 min)
- Breakout session (15 min)
- Wrap up (5 min)
✅ Sounds interesting? So grab your coffee and sit with us on November 3, 15:00 CET. Register now via the zoom link, which is available on your Member Dashboard under Discounts.
❤️ Want to be a member? Join us!
Snippet from the Touchpoint article:
“Companies need a new approach to measuring services; one that is more precise and comprehensive and is linked to specific journey steps across the customer lifecycle. It should be grounded in deep insights into customer needs and motivations, and connect to business and operational measurements, such as costs or efficiency. Preferably, an approach that can easily be scaled for a consistent and transparent way of monitoring service performance — unlocking an organisation-wide practice of informed prioritisation of tactical and strategic efforts. In short, an approach that allows service performance measurements to be a decision-making tool.”