The world is going online, and today’s digital customers have higher expectations than ever.

In this challenging scenario we are experiencing, companies need to be more innovative than ever not just to attract but also to retain customers through highly relevant and personalized experiences across multiple channels and devices.

Shifting from product-centered thinking into a more customer-centered service design approach is crucial today.

And one of the best ways to do this is to integrate Design, not only in the processes but also in the culture of the institution.

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