![Page 1: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/1.jpg)
Three!Transformations!
www.enginegroup.co.uk
James Samperi | Director
The ideas driving organisational change
![Page 2: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/2.jpg)
Service design has captured the imagination beyond design
![Page 3: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/3.jpg)
BUSINESS!CENTRIC!
CUSTOMER!CENTRIC!
!
PRODUCT!DEVELOPMENT!
SERVICE!DEVELOPMENT!
ANALYTICAL!APPROACHES!!
IMAGINATIVE!APPROACHES!
![Page 4: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/4.jpg)
BUSINESS!CENTRIC! CUSTOMER!
CENTRIC!
![Page 5: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/5.jpg)
CX Measurement
IT’S QUANTIFIED AND IT’S IMPACT IS KNOWN WE KNOW WHAT’S WORKING AND WHAT ISN’T.
![Page 6: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/6.jpg)
CHALLENGE: Trying to understand the current service & what of it customers actually value
![Page 7: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/7.jpg)
QUICK FIXES SUCK
![Page 8: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/8.jpg)
CX Strategy + Design
TARGET EXPERIENCE IS DEFINED IN WHAT WAY DO WE CHANGE AND WHAT DOES THAT CHANGE LOOK AND FEEL LIKE?
![Page 9: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/9.jpg)
CHALLENGE: Navigating the tension between the business model and the customer experience
![Page 10: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/10.jpg)
DESIGN TO DRIVE VALUE!
1. Retention 2. Life-time value 3. Advocacy
![Page 11: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/11.jpg)
CX Strategy + Design + Delivery
EXPERIENCE IS MANAGED WE UNDERSTAND HOW TO DELIVER A QUALITY EXPERIENCE AND MEASURE THE RESULTS
![Page 12: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/12.jpg)
DEPTH & DIMENSIONS!Quality Build of service elements.
Performance Capabilities of system
Impact The outcomes
Customer Experience
• Usability, utility, brand expression
• User errors, satisfaction, service recovery
• Retention, advocacy, take-up
Service Architecture
• Reliability, consistencey, behaviour
• Tracking transactional and SLA targets
• Track operating costs and ease, time and cost of change
Propositions • Forecasting return • Costs, revenue, profit • Market share, sales, revenue, retention.
Service Organisation
• Benchmarking teams, coaching and management
• Utilisation of resources against targets
• Take-up of training. Level of commitment to new projects. Skills acquired by individuals.
![Page 13: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/13.jpg)
RETAIL HOURS UP
SALES UP
SATISFACTION R AT I N G S U P
50%!RETAIL VISITS UP 8.1%!
16.5%!AVERAGE SPEND UP
£18!4.5%!
EVIDENCE IS GATHERED WE’RE MAKING AN IMPACT
SECTOR AWARDS BEST DIGITAL INITIATIVE
![Page 14: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/14.jpg)
PRODUCT!DEVELOPMENT!
SERVICE!DEVELOPMENT!
![Page 15: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/15.jpg)
CHALLENGE: Changing the relationship with customers and building service capabilities
![Page 16: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/16.jpg)
Product service eco-systems are challenging businesses beyond that of the experience alone
Not just the"experience but delivery"
New service
capabilities"
Develop new businesses
not just products"
Shift to longer-term"relationships"
![Page 17: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/17.jpg)
Service role
ProPoSiTioNS
PeoPleProceSSeS ProDUcTS
JoUrNeYS & eXPerieNceS
PlATForM reQUireMeNTS
PriNciPleS Service MoDel
The 9 elements of service design
![Page 18: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/18.jpg)
STAFF
D E S I G N PROGRAMME
2yrs!PRODUCTION
300k!1000+!
LOCATIONS
100!
![Page 19: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/19.jpg)
ANALYTICAL!APPROACHES! IMAGINATIVE!
APPROACHES!
![Page 20: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/20.jpg)
CHALLENGE: Once is cool, doing it again is even cooler. So embedding the approach is critical.
![Page 21: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/21.jpg)
CX CAN’T BE A ‘MAGIC WAND’!
TARGET OPERATING MODEL (TOM) How the organisation believes the service should work
CUSTOMER EXPERIENCE
THE ‘TO BE’ SERVICE AND EXPERIENCE
CUSTOMER EXPERIENCE
![Page 22: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/22.jpg)
INTEGRATED DEVELOPMENT!
CHANGE REQUIREMENTS Target operating model (TOM)
THE ‘TO BE’ SERVICE AND EXPERIENCE
EXPERIENCE REQUIREMENTS Target customer experience (TCE)
THE ‘TO BE’ SERVICE AND EXPERIENCE
![Page 23: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/23.jpg)
ASQ RATING 2012
SATISFACTION R AT I N G S U P
14%!
BEST IMPROVED!
PASSENGER NUMBERS
^13%!
![Page 24: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/24.jpg)
Service design is… The application of empathic design thinking and practices to business change.
www.enginegroup.co.uk
![Page 25: Three Transformations - 3 ideas driving organisational change](https://reader033.vdocument.in/reader033/viewer/2022042701/55a13e7c1a28abe4278b45a9/html5/thumbnails/25.jpg)
Service design will become… A credible, management practice integrated within businesses.
www.enginegroup.co.uk