SX 2017 Wrap Up

SX 2017 Wrap Up

Five years ago Adaptive Path launched the Service Experience Conference, or SX, to focus on the emerging practice of service design. This year was the first that I didn’t direct the conference. Kendra Shimmel, Andrea Fineman, and Nick Remis took the reigns and...
Takeaways from the Service Design Network Conference 2016

Takeaways from the Service Design Network Conference 2016

Eight years after the first Service Design Network conference debuted in Amsterdam, we returned to the city of canals, bikes, and bitterballen to host our ninth annual conference. Since that first conference, we’ve certainly come a long way. Attendance has grown...
Themes from Service Design Network Conference New York

Themes from Service Design Network Conference New York

The seventh annual Service Design Network Conference took place in New York on October 2-3, 2015, hosted at Parsons The New School. As a principal of the network, and the head of the SDN event board, I played a role in organizing the conference, moderated the opening...

Sincerely, Chief Operating Officer

I realize companies want to know how they’re doing and want feedback to improve their services. But I’m getting a little tired of the many post-interaction requests for feedback. I’m sure they’d “love” to hear from me. But after I...