Data, Automation, and Empathy – The New Service Design Trinity
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Today’s service environments are anything but linear. Channels multiply, interactions overlap, and invisible dependencies shape outcomes in real time. Yet too many organisations still treat service design as an efficiency exercise – delivering fixes that mask complexity rather than resolve it.
New research from CCW Europe reveals the scale of the challenge: 75% of CX leaders admit their organisations struggle to identify and resolve journey obstacles effectively. To meet this challenge head on, business leaders must rethink the very foundations of service delivery.
The answer? A design logic built on a new trinity: Data, automation, and empathy. Download this report to unpack what that looks like.
Inside, you’ll discover:
- Fresh insights from 100+ CX leaders
- Case studies from Virgin Media O2, Nottingham Building Society, and NatWest
- How the trinity combines to create adaptive, human-centred services
Explore how leading organisations are reshaping service delivery for a resilient, future-ready world.
