What Makes a Great Service?
There isn’t much new content if you’re familiar with Bove and Fullerton’s past presentations at UX Week and UC Berkeley, but the conversational venue is a much better fit for this type of “Service Design 101” discussion.
See also: slides from their iSchool presentation. Designing the Intangible: An Introduction to Service Design. [PDF 7.6MB]
If you play around with it, you can sync up these slides to their examples from the podcast. It’s like listening to Dark Side of the Moon while watching the Wizard of Oz.