Touchpoint Vol. 9 No. 3 - April 2018

A (Failed) Change Story? Twenty-two months of increasing service design capabilities at the third-largest retailer in the world – A personal review

25 April 2018 - Roman Schoeneboom

In January 2016, a small team called ‘Digital Customer Experience’ started its work to create a joined-up and consistent digital customer experience for Tesco PLC, the world’s third-largest retailer and the UK’s biggest employer.

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A (Failed) Change Story? Twenty-two months of increasing service design capabilities at the third-largest retailer in the world – A personal review

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