North Star

Ep 20: Designing Emotion: Crafting Customer Connections through Service Design

Play and subscribe to the series.
Subscribe

In this week's episode of CXD, we dissect the challenge of embedding emotional connections within the design of services

Join our host, Oliver King, as he discusses the delicate balance between efficiency and emotion in this tech-driven age and ways to master this. You'll learn about the signs that a service may be lacking in emotional depth, and the risks of overlooking this.

Oliver shares strategies from our book, 'Customer Driven Transformation', for designing services that resonate emotionally with your customers. You'll gain insights on creating a compelling vision that aligns with customers' emotional needs, designing services that go beyond functionality to touch hearts, and developing a clear value case for emotional engagement.
More Episodes

Subscribe

Don’t miss an episode of the CXD Podcast.

Sign up now for your fortnightly dose of reimagination.

Other Perspectives

Host don't operate
Host, don’t operate: the human side of designing destinations
Read more
CX Vision
Winning over hearts and minds: the secret to creating a lasting design and change culture
Read more
Destinations that people feel
Designing destinations that people feel
Read more
Why siloed CX strategies fail
Read more
Why the approach to loyalty is broken – and what to do about it
Read more
Airport Travel
The science of feeling: why emotion is the hidden driver of customer experience
Read more
Six ways to improve customer experience in aviation
Read more
Dubai Aiport Passenger Experience
9 key learnings from working with Dubai Airports
Read more
6 reasons customers personas can help you create experiences your customers love
Read more
5 ways a company can benefit from a service blueprint
Read more
How target customer journey mapping can revolutionise the customer experience
Read more
9 steps to create a compelling vision
Read more
Modal Image
Get in touch