Jeff Hoekwater

Service design professional with a background in interior and exhibition design who works in-house at a fintech and focuses on customer service automation, strategy, and keeping human-centered practices in digital contexts.

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Dec 11, 2025 • 1h 2min

How To Stay "Stubbornly Human" in an AI World / Inside Service Design / Ep. #07

Join Jeff Hoekwater, a fintech service design expert and former exhibition designer, alongside Emilie Moravec, an innovation partner at a faith-based nonprofit with a diverse background in social work and theatre. They explore the concept of 'Empathy Theater' in automated customer interactions, questioning when friendly tones become manipulative. Emilie shares insights on the future of education with VR, examining how to foster belonging in virtual spaces. Together, they champion the importance of retaining human connections in a tech-driven world.

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