Perspectives
When Service Experiences Fall Apart 
How might we design kind and human-centred service experiences when our ‘customer’ has died?
Ideas
Perspectives
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Death and the Service Experience
Customer-Centricity in the Insurance Industry
Employee experience is key to surviving disruption.
Ready for a new normal?
Designing for end-of-life.
When Service Experiences Fall Apart
Perspectives
Death and the Service Experience
How might we design kind and human-centred service experiences when our ‘customer’ has died?
Perspectives
Customer-Centricity in the Insurance Industry
Prime your organization's functional teams toward providing seamless end-to-end journeys in an effort to embrace customer-centricity.
Perspectives
Employee experience is key to surviving disruption.
Employee experience matters; your employees may just be your greatest asset in managing this crisis. How will you respond?
Perspectives
Ready for a new normal?
What you need to know about customer and employee experience as disruption continues to evolve—and how best to sense, respond, and act.
Perspectives
Designing for end-of-life.
Discussions about end-of-life have been accelerated by the COVID-19 pandemic. Are we ready to move towards real social transformation?