19 episodes

The experiences of customers, patients, citizens, employees... are key to your organization’s success and therefore should be coordinated very carefully.

This podcast is your go-to-place to learn about how to design human-centered services and get advice from practitioners.

Read more about experience innovation on https://www.smaply.com/blog or create your own journey maps, personas and stakeholder maps on https://www.smaply.com

Innovating experiences with service design | Smaply podcast Smaply

    • Business

The experiences of customers, patients, citizens, employees... are key to your organization’s success and therefore should be coordinated very carefully.

This podcast is your go-to-place to learn about how to design human-centered services and get advice from practitioners.

Read more about experience innovation on https://www.smaply.com/blog or create your own journey maps, personas and stakeholder maps on https://www.smaply.com

    Journey mapping in tourism

    Journey mapping in tourism

    Service design, and specifically journey mapping, has huge potential to change the travel & tourism industry in a positive way. As individual suppliers harness the potential journey mapping offers, they can craft more compelling experiences for their guests. Whether approaches are applied to services in a small hotel, or within a large destination management organization (DMO), journey maps can be created to suit different contexts and use cases within the travel industry.

    • 21 min
    Ask Marc - managing CX across online and offline channels

    Ask Marc - managing CX across online and offline channels

    In this webinar, we talked about how to manage customer experience across online and offline channels. The main question was what the challenge of omnichannel customer experience management is. Furthermore, we looked into the details of how you can research experiences beyond digital analytics. Also we will look into why qualitative data is so important and how you can manage experiences if they happen out of your reach.

    This series was initiated as a place for you to learn more about service design and journey mapping software. Our co-founder Marc Stickdorn and the Smaply team share their experience on how to embed and scale service design in organizations. The sessions usually kick off with a short introduction to the focus topic to bring everybody to the same page, followed by your questions and deep discussions of best practice examples.

    • 27 min
    Ask Marc – becoming a human-centered organization

    Ask Marc – becoming a human-centered organization

    In this webinar, we talked about how to become a human-centered organization: What's the first step that you can take? What are challenges that you are likely to face? What are chances for first success moments? And who do you need to involve in the process?

    • 33 min
    Ask Marc – presenting journey maps

    Ask Marc – presenting journey maps

    In this webinar, we talked about presenting customer journey maps: How to approach different audiences, how to tailor journey map details to stakeholder groups, and about types of visualizations and exports for different use cases. After watching this session, you’ll know how to use journey maps as boundary objects to bridge organizational and communicational silos.

    • 32 min
    Journey mapping in marketing

    Journey mapping in marketing

    Journey mapping and marketing go so much hand in hand that one might think it’s self-explanatory. But just like for any other person, also marketers sometimes have a hard time empathizing with customers. Customer journey mapping can help marketers to ensure they act for the customers’ sake and that it’s really the customer who’s in the focus of what they’re doing – rather than tools and processes.

    In this episode we discuss:
    - Customer journey mapping in the context of marketing
    - Questions to solve in marketing
    - How to create a journey map for marketing
    - Typical challenges of introducing journey mapping to marketing

    Check out the original article, including example journey maps and other details, on https://www.smaply.com/blog/journey-mapping-in-marketing
    Creat your own journey map on www.smaply.com
    Learn more about experience innovation on www.smaply.com/blog

    • 14 min
    Journey mapping in banking

    Journey mapping in banking

    Like many other sectors, the world of banking is facing persistent pressure to innovate within a society undergoing rapid technological, environmental and social change. Due to these changes, the way we engage with banks and access money isn't the same as it was five years ago. Short: the customer experience in banking has changed – and it's highly likely it won't be the same five years from now into the future.

    In this session we discuss:
    - Customer journey mapping in the context of banking
    - Customer experience questions to solve in banking
    - How to create a journey map for banking?
    - Typical challenges of introducing journey mapping to banking

    Check out the original article, including example journey maps and other details, on https://www.smaply.com/blog/journey-mapping-in-banking

    • 21 min