The Experience-Centric Organization: How to Win Through Customer Experience, Paperback/Simon David Clatworthy

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Description Is your organization prepared for the next paradigm of customer experience, or will you be left behind? This practical book will make you a winner in a market driven by experience, enabling you to develop desirable offerings and standout service to attract loyal customers. Author Simon Clatworthy shows you how to transform your organization into one that aligns your customers' experiential journey with platforms, organizational structures, and strategic alliances. Rather than treat customer experience as an add-on to product and service design, you'll discover how experience-centricity can drive the whole organization. Learn the five steps necessary to transform into an experience-centric organization Explore the underlying structure needed to design and deliver memorable experiences Understand how customers and clients experience products and services Develop experiential DNA as an extension of your brand DNABe proactive by translating cultural trends into experiences About the Author Simon Clatworthy is professor of design at the Oslo School of Architecture and Design (AHO) and an internationally recognised expert in Service Design. He has an MBA in Design Management, and has an insatiable interest for how designers can work together with companies to transform the organisation at the strategic level. In the 1990's he was one of the first to develop a cross-disciplinary innovation group, Vis Lab, at Telenor in Norway, combining design, marketing and technology. He then moved on to lead a large Nordic IT consultancy, managing a design department of 80 designers. After a business career, Simon was headhunted to the academic world to build up the interaction design group at AHO. During the past 15 years, he has focused upon service design and initiated and led the AT-ONE project, which developed models, tools and processes for Service Design. AT-ONE is internationally recognised and used in organisations around the world. Simon started Serv Des, the research-based