About this event
As organisations expand, maintaining the quality, consistency, and innovation of their service experiences becomes increasingly complex. Without a deliberate approach, service design can become fragmented, leading to customer dissatisfaction, operational inefficiencies, and missed opportunities.
This webinar will explore the critical strategies and frameworks that enable businesses to successfully scale service design practices as they grow. Participants will learn how to embed service design thinking across teams and functions, ensuring that customer-centricity remains at the heart of the organisation. We will examine practical models for governance, collaboration, and capability building that empower employees at every level to contribute to outstanding service delivery.
Whether you are a start-up preparing for rapid scaling or an enterprise seeking to reinvigorate your service design processes, this session will offer actionable insights, real-world case studies, and interactive discussions to help you build scalable, resilient, and innovative service ecosystems.
Key Takeaways:
- Proven techniques to operationalise service design thinking at scale.
- Methods to foster collaboration across silos and departments.
- Frameworks for sustaining customer focus during periods of rapid growth.
Hosted by
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Guest speaker
Jo Frances Principal Consultant | Service Design Mentor @ AssistKDG
Jo is an experienced Principal Consultant and Practice Lead in Service Design and Business Analysis, with over 17 years of delivery experience across the Public Sector and Private Sector. Jo is also an A4Q Certified Service Designer and holds the BCS International Diploma in Business Analysis and is responsible for the Level 6 Service Designer Apprenticeship Programme content development and management at AssistKD.
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Guest speaker
Lisa Woodall ModeratorG
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Guest speaker
Robin Wong Head of Service Design @ BT BusinessG
Robin is a product and design leader with over 25 years’ experience driving large-scale innovation and transformation programs across telco, tech, and startup environments. He currently heads Product Design for BT’s new product portfolio & Service Design across all of BT Business, where he’s led strategic design across experiences impacting over 30 million customers and 100,000 colleagues.
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Guest speaker
Peter Staffell Head of Service Design @ SantanderG
Pete is a Service and Product Designer, leader and strategist with 14 years experience. He’s stopped scams, made house buyers happy, made tech governance slicker and helped dementia sufferers get help quicker. A behavioural designer, Pete uses psychology to design product and service features where users and firms both win. Pete is also a writer, speaker, coach and trainer.
IRM UK
Leading providers of conferences, public courses, in-house training on Enterprise Architecture, Strategy, Business Analysis, Enterprise Data, BI, Analytics
