The nature of service and how we've grown up with a service economy which is now finding it very hard to actually serve customers - Interview with Joel Bailey of EY Seren

Punk CX: Customer Experience Insights with Adrian Swinscoe · Apr 26, 2020 · 55m

Today’s interview is with Joel Bailey, who is a Director at EY Seren, the global design consultancy within EY. Joel is a friend of mine, someone I have worked with and a really interesting thinker when it comes to service. Our conversation was precipitated by the publication of an article he wrote (2020: A new decade of service) earlier this year. So, we set up a time to chat to talk about why we should leave the experience economy behind, that service is the element that connects customer experience and employee experience and the idea that we need to define service anew.

This interview…