Service Design Global Conference 2014BEST SLIDES

Stockholm, October 9, 2014

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Customer Experience is becoming more important in Marketing (Wim Rampen, Delta Lloyd Group)

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

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

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

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

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Why new ideas often fail (Richard Newland)

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

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

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Three different stages of the experiencing self (Veryday after Daniel Kahneman)

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

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

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Thank you!Rlevance Brand Experience Strategy

Christian VatterManaging Directorcv@rlevance.com+49 151 2520 5043