Andy Polaine on Service Design
The Informed Life
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What's the Role of the Head of Customer Experience?
A lot of my frustration is I've come away from the idea of kind of breaking down the silos. One thing that I've experienced in consulting engagements is that sometimes these design projects serve as an excuse for people in those silos to work together collaboratively perhaps for the first time. And so whether it's synchronously, everyone's in the room together, asynchronously, are people coming in and out? I think that's a really useful tool for that.
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