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Customer Experience by #ServiceDesign by Swagata Manjeshwar

Design is trending in business. Business gurus are writing about design and the value it offers to more traditional business practices to enable innovation, collaboration, and creativity. Forrester Research describes service design as “the most important design discipline.”
Service design is the design of services. It improves and innovates the services we use day-to-day. Generally, services are less productive and cause more frustration to customers than Products. Service design addresses this quality and productivity gap. This is for people who care about customers. We aim to design services that delight customers.

• Understand Critical factors in service design
• Comprehend that the basis for customer-driven service improvement and innovation lies in understanding customers better
• Achieve customer experience excellence
• Engage customers effectively
• Foster Internal Alignment and Collaboration
• Build a Customer-Centric Organization
• Building a More Agile Organization
• Explore tools and design services around them
• Customer Profiles
• Customer Insights
• Customer Journeys
• Customer LifeCycles
• Cross-Channel Views
• Service Scenarios
• Organizational Impact Analysis
• Creative Design Workshops

About Facilitator:
Swagata is a Facilitator, coach, and Mentor, specializing in OB and OD interventions, Soft skills, Behavioral and Process Training Programs with an experience of 13 years in training and overall experience of 15 years. 9000+ man-hours of training, facilitation, and business process improvement.

Trained a variety of audiences and organizations ranging from Executives, managers, CEO’s and business owners, and health care professionals on varied subjects across all the levels of organizations globally.

Has been a partner to global LnD Teams to identify training needs, Design and facilitate Classroom and virtual programs across enterprises, building a learning culture across the organization by identifying gaps in the learning processes and facilitating a continual learning process, manage vendor-client relationships and logistics and collaborating with diverse teams.

She has also played a crucial role in consulting and streamlining B2B and B2C business processes and units ensuring peak performance using tools of Management and Psychology, from the soft skill, OB, OD, ITIL, PRINCE2, and Client Perspective.

Has been Conducting Training Programs, Interventions, and coaching sessions along with developing training materials and designing learning activities and content based on instructional design theories, methodologies, and best practices, including interactive teaching methods, conducting coaching sessions as per the business requirements, strategy and vision of the client.

Also conducted individual and group psychotherapy and counseling sessions which deal with issues pertaining to Self Awareness and Development, Personality Development, Transactional Analysis, Rational Emotive Therapy - Group Therapy & Family Therapy, Worker, Supervisor and Executive Development, different aspects of Development at different age levels. Psycho-Social issues to intervene effectively at different stages of development, different aspects of Adjustment in Life. Adjustment & Growth, Motivation, Stress, Emotions, Self-Concept, Interpersonal Relationships, Freedom & Decision Making Self-Directed Change, Educational, Vocational, Developmental & Career Counselling, Anxiety Disorders, Schizophrenic Disorders, Personality Disorders, Mood Disorders, Substance-Related Disorders, Mental Retardation, Parenting, Marital Adjustment & Growth. Have been actively involved with NGO’s

Also had an opportunity to conduct workshops at IIPM (Indian Institute of Planning and Management, Symbiosis school, Bharati Vidyapeeth and Institute of Behavioural Management Sciences at Chittoor- where a Thesis on NLP – A new approach in cognitive Behavioural therapy was rated among the best 3 projects during the certification course in MS- Psychotherapy and counseling.

Registered and Certified counselor at Brainmark Pune.
Represents IIM Kolkata for Carpe Diem Projects.

Write to us to conduct a soft skills training session for your employees https://www.vinsys.com/corporate

#DesignThinking #ServiceDesign #