As humans are being replaced by technology, service touchpoints are fast becoming inhumane. A user’s perception of service is now at the cross-roads of automation and emotion; leaving a huge gap between what is expected and what is actually felt.
Departments with varied perspectives and goals create gaps in service delivery. With no single stakeholder to drive service design initiatives, we end up not doing enough.
Plenty of innovative and strategic initiatives, but all sitting in respective silos. Key people in the company are unclear where to start and how to manage linkages
Users’ experience is about the whole, not its parts. We are inclined to go after the parts, not the whole. As a result, there is inherent lacuna that competition starts to fill.