<description>&lt;p&gt;Marc Stickdorn is the CEO and Co-founder of Smaply. Smaply is a software design company specialising in journey mapping and management software used by businesses worldwide.&lt;/p&gt; &lt;p&gt;In this episode, Marc explores what service design is and how to use it to improve customer and employee experiences using journey mapping. He emphasises the value of focusing on system design rather than KPIs and explains how Smaply 3.0 can improve the customer experience through more effective journey management.&lt;/p&gt; &lt;p&gt; &lt;/p&gt; &lt;p&gt;&lt;strong&gt;Resources and links:&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li aria-level="1"&gt;&lt;a href="https://www.smaply.com/"&gt;Smaply website&lt;/a&gt;&lt;/li&gt; &lt;li aria-level="1"&gt;&lt;a href="https://www.marcstickdorn.info/"&gt;Marc Stickdorn’s website&lt;/a&gt;&lt;/li&gt; &lt;li aria-level="1"&gt;&lt;a href="https://www.linkedin.com/in/stickdorn/?originalSubdomain=at"&gt;Marc Stickdorn on LinkedIn&lt;/a&gt;&lt;/li&gt; &lt;/ul&gt; &lt;p&gt; &lt;/p&gt; &lt;p&gt;&lt;strong&gt;Connect:&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li aria-level="1"&gt;&lt;a href="https://www.calloconsulting.com.au/"&gt;Callo Consulting website&lt;/a&gt;&lt;/li&gt; &lt;li aria-level="1"&gt;&lt;a href="https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au"&gt;Sean McGinn on LinkedIn&lt;/a&gt;&lt;/li&gt; &lt;li aria-level="1"&gt;&lt;a href="https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au"&gt;Arnold Ho on LinkedIn&lt;/a&gt;&lt;/li&gt; &lt;/ul&gt;&lt;p&gt;&lt;br/&gt; This show is produced in collaboration with Wavelength Creative. Visit &lt;a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer"&gt;wavelengthcreative.com&lt;/a&gt; for more information.&lt;/p&gt;</description>

The Agile Contact Centre Podcast

The Agile Contact Centre Podcast

Better service design is better for business

JUL 15, 202445 MIN
The Agile Contact Centre Podcast

Better service design is better for business

JUL 15, 202445 MIN

Description

Marc Stickdorn is the CEO and Co-founder of Smaply. Smaply is a software design company specialising in journey mapping and management software used by businesses worldwide.

In this episode, Marc explores what service design is and how to use it to improve customer and employee experiences using journey mapping. He emphasises the value of focusing on system design rather than KPIs and explains how Smaply 3.0 can improve the customer experience through more effective journey management.

 

Resources and links:

 

Connect:


This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.