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Posted by Kerry Bodine on January 3, 2014
Companies can turn to a variety of experts — like interactive agencies and customer experience transformation consultants — for help with improving or innovating the customer experience. But despite years of experience and a thriving professional network, one type of expert remains virtually unknown to customer experience professionals: the service design agency. Customer experience professionals should seek out service design agencies because:
To help customer experience professionals better understand the field of service design and how service design agencies can support their customer experience improvement and innovation initiatives, Forrester recently surveyed of 102 service design agencies in EMEA, North America, Asia Pacific, and Brazil. My report on the state of service design in 2013 shares the survey results and our analysis. Among our findings:
If you’re interested in finding a service design agency to work with, check out my other recent report, Service Design Agency Overview, 2013. This report includes self-reported data from service design providers about their industry expertise, capabilities, locations, and target clients — and it’s a great resource for helping you create a shortlist of potential partners.