We use cookies to enhance site navigation, analyze site usage and show personalized advertising. See our Privacy Policy. California residents - see CCPA Privacy Policy Supplemental for opt-out options.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Conference Presentation

Service Offer and Delivery Transformation Using Design Thinking and Journey Mapping

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

The question "what makes some organizations, and the people within them, more innovative than others?" has been examined, written about and discussed time and again. How can you discover new opportunities to propel you and your customer's business forward? Those nascent challenges or hard-to-articulate opportunities which need to be met head on. There is a vast potential to create transformative solutions by practicing the customer-centric approach of Design Thinking, providing the tools and mindset to address complex challenges, putting people at the heart of design and innovation to deliver digital solutions that work for businesses and make life better for end customers. In this session, we'll discuss how Sutherland uses a combination of observation, interview and ethnographic skills to discover the root cause of issues our clients and their customers are experiencing; then build upwards toward the solution, working with our designers, developers and technical advisors to understand what's possible. By incorporating a combination of technology, organizational scalability and desired current and future business outcomes, we can transform the customer experience and reimagine the future of service delivery. 

Presented By:

Ted Kassiotis

Sr. Director, Solutions, Technology Vertical, Sutherland Global Services

Publish Date: October 19, 2016

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.