The Experience-Centric Organization: Winning with Customer Loyalty

你的組織是否準備好迎接下一個客戶體驗範式的挑戰？或者你是否會被其他組織拋在後頭，因為它們正準備在客戶體驗的全新層次上展開競爭？

這本實用指南將教導高層管理人員如何將他們的公司轉變為以體驗為中心的組織，其中技術平台、組織結構和戰略聯盟都會為卓越體驗的開發和提供而協同運作。作者Simon Clatworthy提供了一個轉型組織的結構和過程，讓你能夠在體驗方面引領你的組織，無論是面向客戶還是內部。

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.

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。他擁有設計管理碩士學位，對於設計師如何與公司合作，從戰略層面改變組織具有極大的興趣。在1990年代，他是挪威Telenor公司首位開發跨學科創新團隊VisLab的人之一，結合了設計、市場營銷和技術。然後，他轉而領導一家大型北歐IT咨詢公司，管理著80名設計師的設計部門。在商業生涯之後，Simon被挖角到學術界，在AHO建立了互動設計團隊。在過去的15年中，他專注於服務設計，並發起並領導了AT-ONE項目，該項目為服務設計開發了模型、工具和流程。AT-ONE在國際上得到認可，並在世界各地的組織中使用。Simon創辦了基於研究的服務設計會議ServDes，該會議已成為服務設計領域的定期國際雙年會議。他現在是挪威服務創新中心的核心人物，該中心是一個為期八年的研究合作項目，涉及研究合作夥伴、企業和新成立的集體護理中心，該中心是一個為期八年的國家倡議，研究醫療保健領域的創新。

他在客戶體驗的服務設計領域進行了研究、出版和發展，並撰寫了兩本書：《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》貢獻了兩章。他還是《創新信任》一書的聯合編輯，並撰寫了幾章，並對《這就是服務設計實踐》進行了評論和貢獻。Simon曾為挪威和國際上的主要服務提供商提供咨詢，包括Visa、Lufthansa、Telenor、Adidas和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的國際演講者，並定期在歐洲舉辦工作坊，為服務組織提供見解和技能。