Why should leaders care about service ecosystems now? Executives face growth constraints that product tweaks cannot solve. A service ecosystem offers a wider lens for

Why do partnerships need a scorecard that leaders actually use? Executives lead ecosystems that create customer value, carry nontrivial risk, and sit under growing compliance

Why define a service taxonomy now? Executives face a crowded vocabulary across customer service and experience. Teams use terms like self-service, assisted service, and hybrid

Why do operating model levers decide customer outcomes? Executives set strategy, but operating model levers decide whether customers feel the value. An operating model is

What do we mean by “Responsible Service Design”? Responsible service design integrates human-centred design, sustainability, ethics, accessibility, data stewardship, and measurable outcomes into the way

Why does A/B/n inside customer journeys need its own playbook? Customer leaders run A/B/n tests to choose messages, flows, or service treatments. Journey tests differ