Service Design Network Global ConferenceBest slides, Stockholm, October 2014

Wim Rampen, Delta Lloyd GroupCustomer Experience is becoming more important in Marketing

Nathan Shedroff Additional qualitative values drive total value and are usually ignored by business KPIs

Veryday Progressive Insurance found a „service way“ to reduce costs and increase customer satisfaction

Denis Weil New form of design: Businesses created from a Service Design perspective, e.g. AirBnB

Mark Levy, AirBnB Holistic tasks of AirBnB’s Chief Employee Experience Officer

Richard Newland Why new ideas often fail

Mauro Rego & Marion Fröhlich, SAP Five values need to be taken into account to implement new ideas

Byron Wilson, Kaiser Permanente & Alisan Atvur Decisions and habits are responsible for bringing visions into reality

Veryday after Daniel Kahneman Three different stages of self: anticipating, experiencing, reflecting

Nathan Shedroff Every experience affects the state of mind with its 5 aspects

Joydeep Bhattacharya, Accenture Designing the brand experience becomes more and more important

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making companies more relevant for people

Rlevance Consulting GmbHChristian Vatter, Managing Director

cv@rlevance.com, +49 151 2520 5043

Berlin, Germany

www.rlevance.com

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