services design 
Kerry Bodine
FEBRUARY 25, 2021
If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. CX Transformation For Hearing Care by Smart Design in the USA. Inclusive Digital Services For The Municipality by Koos Service Design in The Netherlands.
Kerry Bodine
AUGUST 25, 2020
It’s the time for service designers from around the world to connect. Now more than ever, we need to lean on one another to navigate the challenges ahead, and the Service Design Network is looking forward to bringing the service design community together for virtual reflection, insight, and inspiration on October 22 & 23, 2020.
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Kerry Bodine
JUNE 7, 2017
For the past two years, I’ve participated as a member of the jury for the Service Design Award , presented by the Service Design Network. In this role, I’ve gotten to review inspiring design work from around the globe. This year, I’m honored to serve as the head of the jury.
Kerry Bodine
JUNE 11, 2017
For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership.
Speaker: Tom Lewis, CEO of SmartAction
However, a common concern exists among both contact centers and customers: does this switch to self-service degrade the quality of service? Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).
Kerry Bodine
MARCH 8, 2017
This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010.
COPC
FEBRUARY 15, 2023
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? There are likely many reasons for this sentiment, including poorly designed IVR systems and chatbots.
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From designing the ideal onboarding journey to driving post-sale efficiency and growth with professional services, from optimizing customer success operations to fostering a culture of customer-centricity across the entire organization – this eBook spans the breadth and depth of the post-sale journey.
Speaker: Brian Morin & Helena Chen from SmartAction
As automated self-service options continue to grow, how can you make sure that you and your organization are staying on track? The importance of conversation design expertise & artistry. Go-live is just the beginning: Best practices to optimize customer engagement. July 28th, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.
Speaker: Brian Morin, CMO & Mark Landry, VP of Product at SmartAction
In a world where top businesses are always battling for the best technology, you have to ensure that your virtual agent's design is the best in the competition. But how do you do this? Schematics of successful interactions. How data + business logic keeps virtual agents in their "swim lane".
Advertiser: Interactions LLC
Simply resolving a customer service issue or complaint is no longer enough— in a competitive, customer-obsessed environment, there is always room for improvement. That’s why brands today need to design a modern customer care strategy that not only addresses their customer’s needs, but also removes effort and frustration.
Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA
One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. The most important principles for human-centric design. They will dive into how AAA handled this transition and the effect its had on their CX.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
If this is a situation can you relate to, then join us for this in-depth conversation with TechStyle Fashion Group, as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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