1. Great experiences depend on a large number of interdependent factors, some which can be controlled, others not.

    I will look at some of the unique aspects of the London 2012 Olympic and Paralympic games and how with very little time and resource, a small but passionate team was able to make a big impact, not just for the 11m ticket holders but also on the organisation and the global audience.

    I'll also share how we made continual improvements from opening to closing ceremonies helping to deliver Britain’s personal best.

    This is my story of the first OCOG to explicitly design and deliver a spectator experience for the World's greatest sporting event.

    # vimeo.com/114150132 Uploaded 357 Plays / / 0 Comments Watch in Couch Mode
  2. The world's greatest hospitality experiences employ vivid storytelling, masterful attention to detail, and an intimate understanding of how to exceed expectations. Local merchants and artisans aspire to this, but are often overwhelmed by the demands of running a small business. Sosh co-founder and CEO, Rishi Mandal, will share how his company is using technology, data science, and product design to change that. Sosh arms merchants with guest profiles to enable personalized service, uses push notifications to set customer expectations, and seamlessly handles payments to melt away logistics. The result: Sosh's online efforts set the stage for more human experiences offline.

    # vimeo.com/113650740 Uploaded 171 Plays / / 0 Comments Watch in Couch Mode
  3. In an online business it’s easy to only focus on the website as the primary experience for customers and overlook the physical experience that customers have with your brand when they receive the product. E-commerce sites are often optimized for getting customers to complete a transaction. But what if your cleanest user-interface, click-minimized site delivers a physical experience that customers don’t want to repeat? Or don’t want to tell their friends about? Stitch Fix COO Mike Smith will discuss how to think about an end-to-end experience that incentivizes a long-term customer loyalty.

    # vimeo.com/113632107 Uploaded 148 Plays / / 0 Comments Watch in Couch Mode
  4. What does it take to make a customer experience delightful? At Sprig, the on-demand meal delivery service, it's two parts: thoughtful end-to-end customer experience across all touch points, from the app to your door and data science to drive an optimal delivery experience across the entire system. Sprig CEO and co-founder, Gagan Biyani, will talk about the deliberate design of Sprig's minimal app, as well as how his team applies data science to get smarter about what their customers want and when to ensure we deliver a delightful experience from farm to phone to table.

    # vimeo.com/113545795 Uploaded 127 Plays / / 0 Comments Watch in Couch Mode
  5. So you think you do service design? Me too! But wait, are we talking about the same thing? Is service design one thing? Or are there different flavours? How can we simplify a complex practice and deliver value? In this talk, Tamsin will share from her experience working in the service design industry, from the first renowned service design agency to building a comprehensive, full-service team inside a large digital agency. She'll share the highs and lows of a decade in service design consulting and provide insight into what might be in store in the years to come.

    # vimeo.com/113446074 Uploaded 221 Plays / / 0 Comments Watch in Couch Mode

The Service Experience Conference

Adaptive Path PRO

Adaptive Path's Service Experience Conference brings together designers and business leaders to address the practice and execution of service design.

For more information, visit: service-experience-conf.com/

Follow us on Twitter at:


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Adaptive Path's Service Experience Conference brings together designers and business leaders to address the practice and execution of service design.

For more information, visit: service-experience-conf.com/

Follow us on Twitter at: twitter.com/thesxconf

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