Strategic Transformation and Leadership by Design
Service Experience Design Masterclass 2019
 11 to 14 November 2019 @ Nanyang Polytechnic

Proudly brought to you by Royal College of Art (UK) &
School of Design, Nanyang Polytechnic

Service Experience Design is an emerging area of focus that produces well- thought out experiences through a holistic and systematic approach. This cross-disciplinary practice employs various skill in design, ethnography research, behavioural insights, experience mapping, business innovation, service marketing, communications and project management.

  • Programme Aims

    This four-day intensive programme has been created for senior executives and business leaders seeking to transform your organisation to deliver new levels of customer value.

    Innovation in customer experience and creating new value streams has become essential for businesses, large and small. Globalisation and digital transformation have created new opportunities for business, as well as for public sector organisations, to enhance their performance by using service design as a tool for strategy and organisational transformation. 

    This approach is helping service sector companies in retail, distribution and hospitality to deliver new more compelling customer experiences, innovative new business models and create and capture more value in highly competitive markets. Similarly, digital and industrial businesses are generating new streams of income, even transforming themselves into services and solution led businesses, from healthcare and med-tech to the automotive sector. And in the public sector, service providers are transforming the effectiveness, productivity and quality of their services using new digital technologies to deliver more engaging, empathic and efficient services, by design. 

    This programme will introduce you to the principles of service design and how you can apply it to real life challenges facing your business today. It will show you how to conceive new service propositions to transform your organisational performance and execute strategies for organisational change to deliver them. The programme will help you become a more effective leader of innovation in your company, able to mobilise the creative capacity within your organisation and institute the change that is required to compete in a world being reshaped by digital technology, globalisation and social and demographic trends.

    Participants can bring a specific business challenge your company faces and learn how to apply the skills and knowledge attained during the Masterclass at work. In addition, you will learn how to create innovative new business propositions.


  • Who Should Attend?

    Who should attend?

    Focus Sectors

    Retail, Distribution, Finance and Insurance, Hospitality, Healthcare, Biotechnology and Med Tech, Aerospace and Automotive, Digital Technology and Services

    • CEO and Senior Executives from SMEs and Public Service Providers
    • Senior Management and Departmental Leaders from Large Corporations or Local Subsidiaries of International Companies
    • Product Management
    • Customer Service Executives
    • Strategy Directors
    • Marketing Executives

Seats are limited due to desired class size to maximise learning capacity!
Click here to register now

NYP reserve the rights to amend details for the programme up till the commencement of the Masterclass.
Successful applicants will be notified of the changes accordingly.

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