"Redefining Promises: Shaping the Future of Customer Experience with Damian Kernahan"

The Human Centered Design Podcast (Premium)

Inhoud geleverd door Gerry Scullion and This is HCD. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door Gerry Scullion and This is HCD of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.

9M ago 46:41

MP3•Thuis aflevering

NEWS: We have just launched our new community ‘CIRCLE’ - A Private Community for Ethically Conscious Designers and Changemakers / https://www.thisishcd.com/landing/circle-a-community-for-ethically-conscious-designers-changemakers

Fast-track your career with our 12-week training programme: Coaching & Mentoring for Innovators & Change-Makers with Gerry Scullion

On this episode, we catch up with Damian Kernahan in Sydney, Australia for an insight into his professional journey, spanning from the advertising industry to co-founding a service design firm. We discuss the challenges of navigating complexity and silos in large organisations and reflect on the limitations of personas in designing effective customer experiences. Damian emphasizes the importance of understanding customer needs and emotions, proposing a shift from brand promises to actionable service promises. The conversation also touches on the evolving baseline of customer expectations, the significance of consistent experiences across channels, and the role of service design in shaping the future Western Sydney International Airport. Ultimately, the episode advocates for a focus on keeping promises and delivering value to customers in a metronomic fashion.

linkedin.com/in/customer-experience-innovation

328 afleveringen

#Society #Business #Gerry Scullion #Hello And Welcome #Arts #Graphic Design #User Experience #Tech #Software Development #Podcasting Education #HCD