The Experience-Centric Organization: Winning with Customer Loyalty
暫譯: 以體驗為中心的組織：贏得顧客忠誠度

您的組織是否已為下一個客戶體驗的範式做好準備，還是會在其他組織準備好以全新的客戶體驗競爭時被拋在腦後？

在這本實用指南中，管理層將學習如何將他們的公司轉變為以體驗為中心的組織，在這裡，技術平台、組織結構和戰略聯盟都朝著開發和提供卓越體驗的方向對齊。作者西蒙·克拉特沃西（Simon Clatworthy）提供了一個結構和過程，以轉變您的組織，使您能夠在面對客戶和組織內部時都能以體驗為導向進行領導。

Simon Clatworthy is professor of design at the Oslo School of Architecture and Design (AHO) and an internationally recognised expert in Service Design. He has an MBA in Design Management, and has an insatiable interest for how designers can work together with companies to transform the organisation at the strategic level. In the 1990's he was one of the first to develop a cross-disciplinary innovation group, VisLab, at Telenor in Norway, combining design, marketing and technology. He then moved on to lead a large Nordic IT consultancy, managing a design department of 80 designers. After a business career, Simon was headhunted to the academic world to build up the interaction design group at AHO. During the past 15 years, he has focused upon service design and initiated and led the AT-ONE project, which developed models, tools and processes for Service Design. AT-ONE is internationally recognised and used in organisations around the world. Simon started ServDes, the research-based service design conference, which has become a regular international bi-annual conference within the service design field. He is now central in the Norwegian Centre for Service Innovation, an eight-year collaboration between research partners and business and the newly formed Centre for Collected Care, another 8 year national initiative, researching innovation in healthcare.

He has researched, published and developed the area of Service Design for customer experience and am the author of two books: How to Design Better Services (sold out), and contributed two chapters to the leading service design book "This is Service Design Thinking". He was also joint editor for, and authored several chapters in the book, Innovating for Trust, and was a commenter and contributor to This is Service Design Doing. Simon has advised major service providers in Norway and internationally, including Visa, Lufthansa, Telenor, Adidas and the largest insurance company in Norway, Gjensidige. He is a popular international speaker on Service Design and Service Innovation, and regularly runs workshops in Europe providing insights and skills to service organisations.

西門·克拉特沃西（Simon Clatworthy）是奧斯陸建築與設計學院（AHO）的設計教授，也是國際公認的服務設計專家。他擁有設計管理的MBA學位，對設計師如何與企業合作以在戰略層面轉型組織有著無法滿足的興趣。在1990年代，他是挪威Telenor公司首批開發跨學科創新小組VisLab的成員之一，該小組結合了設計、行銷和技術。隨後，他轉而領導一家大型北歐IT顧問公司，管理一個由80名設計師組成的設計部門。在商業生涯之後，西門被挖角進入學術界，建立AHO的互動設計小組。在過去的15年中，他專注於服務設計，並啟動和領導了AT-ONE項目，該項目開發了服務設計的模型、工具和流程。AT-ONE在國際上受到認可，並被全球各地的組織使用。西門創辦了ServDes，這是一個基於研究的服務設計會議，已成為服務設計領域的定期國際雙年會議。他目前是挪威服務創新中心的核心成員，這是一個為期八年的研究夥伴與企業之間的合作，以及新成立的集體護理中心，這是另一個為期八年的國家倡議，研究醫療保健中的創新。

他研究、出版並發展了客戶體驗的服務設計領域，並著有兩本書：《如何設計更好的服務》（已售罄），並為領先的服務設計書籍《這就是服務設計思維》（This is Service Design Thinking）貢獻了兩個章節。他還是《為信任創新》（Innovating for Trust）一書的共同編輯，並撰寫了幾個章節，並且是《這就是服務設計實踐》（This is Service Design Doing）的評論者和貢獻者。西門曾為挪威及國際上的主要服務提供商提供建議，包括Visa、漢莎航空、Telenor、Adidas以及挪威最大的保險公司Gjensidige。他是服務設計和服務創新的受歡迎國際演講者，並定期在歐洲舉辦工作坊，為服務組織提供見解和技能。