Wim Rampen on Chance, Luck and Service Design

The presentation by Wim Rampen focused on his journey through the world of customer experience and service design. Wim started blogging shortly after I launched Design for Service and I remember following some of that initial journey. He spoke about how chance, luck and the unexpected all influence change and how change is hardly ever consciously designed.

To cope with the impact of change he recommended five strategies centered around recognizing the potential for positive and negative change and preparing for these disruptions in advance by building a diverse base of knowledge. It’s important to embrace potential opportunities rather than dismissing them as a hazard.

Note: If you’re following along with your schedule, Wim was originally slated to present yesterday. Things got shuffled around a little through some last minute changes, thus reinforcing the theme of Wim’s presentation.

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