Service design thinking: how to successfully innovate beyond buzzwords.
Old but gold.
This talk from Marc was recorded during Interaction South America 2013.
Let yourself be introduced to service design thinking, get to know the most important concepts like customer journeys and touchpoints, see examples of good and bad service design – and last but not least learn about customer satisfaction measurement and customer experience research.
Even though the talk is from 2013, the content is absolutely up to date.
If you want to dig deeper into the presentation, you find the slides on slideshare.