9. References to explore this career area further
Service Design & Customer Experience
RESOURCES TO EXPLORE
- Consulting Firm Reports: Companies like McKinsey, Deloitte, and PwC often release reports on customer experience & service design.
- Trend Tracking Firms: Resources from Gartner and Forrester offer industry-leading insights.
- Business Magazines: Harvard Business Review, Forbes, Financial Times, and Wall Street Journal provide articles and special issues on the subject.
- Industry-Specific Journals: Look out for publications dedicated to customer experience & service design for specialized knowledge.
ASSOCIATIONS
- Service Design Network (SDN): A global community with journals, webinars, and conferences.
- Customer Experience Professionals Association (CXPA): Focused on the advancement of customer experience
- Interaction Design Foundation: Provides courses, webinars, and articles in the field.
TERMINOLOGY
- Service Design: Creating services that provide value to users and are efficient to deliver.
- Customer Experience (CX): The overall feeling customers have when interacting with a brand or service.
- User Experience Design (UXD): Designing the end-to-end experience a user has with a product or service.
- Journey Mapping: Capturing the entire customer experience across multiple touchpoints.
- Service Blueprinting: A diagrammatic method to visualize service processes, touchpoints, and user interactions.
- Touchpoint: Specific interactions that impact the overall customer experience.
- Motivations: Factors that influence a user's behavior or decisions.
- Net Promoter Score (NPS): A key metric used to evaluate customer loyalty.
- Customer Satisfaction (CSAT): Measures how satisfied customers are with a specific service interaction.