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

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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.
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