“Doing, not just talking, is the key to real customer experience transformation.”
That’s the perspective of Adam Lawrence, renowned service design expert and author of This is Service Design Doing.
With a background in both theatre and service design, Adam brings a unique perspective on how organizations can create lasting impact through experimentation, iteration, and collaboration. He believes that customer experience is often mistaken as a layer added on top of existing operations rather than being embedded into the core of how organizations function.
In this episode, Adam shares why organizations must stop getting stuck in debates and start taking small, tangible actions that lead to meaningful change. He dives into the power of prototyping, the importance of cross-functional collaboration, and how breaking silos can lead to real innovation. His insights on balancing structure with autonomy in frontline teams and his experience in facilitating change in both corporate and public sectors make this conversation a must-listen.
If you want to learn how to move from strategy to action, and from insights to impact, Adam’s advice will inspire you to rethink how your organization approaches customer experience.
Tune in now for this engaging conversation full of practical takeaways and fresh perspectives!