Innovation in Service Industries

About This Module

Service innovation is changing the experience, the delivery, or the commercial model — not adding a survey to the receipt. Customers remember how it felt when something went wrong, not your journey map. Four chapters: service design, customer experience, service business models, and digital service. You will look at the backstage work that makes the frontstage look easy. If the innovation needs a hero on every shift, it is not designed. It is hoped.

What You'll Learn

• Apply service design principles to create innovative service concepts
• Develop customer experience innovations that create competitive advantage
• Create and implement innovative service business models
• Leverage digital technologies to transform service delivery
• Measure and optimize service innovation performance

Prerequisites

Basic understanding of innovation management Interest in service industries