service-design

Service Experience Conference 2017 Closing Keynote

I had the pleasure of giving the closing keynote at the Adaptive Path Service Experience Conference 2017. There was a fantastic line-up of speakers and now all of the videos and decks are online on their summary of the conference.

I really recommend taking a look at all the talks, but I’ve embedded mine below (which might not work in the RSS feed):

Andy Polaine // Designing Living Services // The Service Experience Conference 2017

Capital One's acquisition of Adaptive Path shouldn't be news

Last week’s announcement by Adaptive Path that they have been acquired by Capital One sent, if not shockwaves, certainly large ripples …

Customer service experienced in bits

Dr Drang tells two stories of failed customer service. The first one involves him trying to assist his mother getting to the gate at the …

Service Design in Japanese

I’m happy to announce that our book, Service Design: from insight to implementation has just been translated and published in Japanese by …