Join the Livework Book Club in Rotterdam! Adrian Swinscoe, Melvin Brand Flu & Giulia Calabretta will present key insights from their respective books, providing a platform to start a conversation about what it is going to take to stand out from your competitors now and in the future. Are there 68 ways, 12 ways or 8 ways to achieve this?

How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing by Adrian Swinscoe

Nowadays to deliver a truly exceptional customer experience requires the effort and alignment of the whole organisation. How To Wow takes customer experience, the customer lifecycle and the whole organization & places 68 insights into a simple yet relevant framework. This book provides a series of interesting, sometimes unusual but always practical and actionable strategies for each element. Each insight is supported by case studies, research and interviews with over 150 leaders, writers and experts.

Service Design for Business: A Practical Guide to Optimizing the Customer Experience by Melvin Brand Flu, Ben Reason & Lavrans Lovlie.

Service Design for Business helps you transform your customer’s experience and keep them engaged through the art of service design. Service design offers people in business, or government organisations, a new and powerful way to approach challenges, impact results and undertake change. This practical guide offers 12 tangible & effective approaches for better responding to customers’ needs and demands, and provides concrete strategy that can be implemented immediately.

Strategic Design: 8 Essential Practices Every Strategic Designer Must Master by Giulia Calabretta, Gerda Gemser & Ingo Karpen.

Design professionals in innovation are no longer just executors of new product and/or service design briefs. Their role is evolving into a more strategic one. In order to effectively play this role, design professionals need to master a set of strategic practices.

Strategic Design introduces 8 strategic design practices. These practices help design professionals become familiar with effective tools for strategic innovation projects and give them a set of guidelines to easily and quickly applying these practices and tools.

Mauro Rego will facilitate this evening to uncover the good, the bad and the ugly of the customer experience and design fields. We will provide drinks, light snacks, food for thought as well as the perfect environment to network with your peers and professionals. Don’t miss it!