We often talk about the future of Service Design. What will AI bring to it? How will machine learning change our practice? But often, we lack the basic understanding of our past. What’s the first service that ever existed in history? How old is really co-creation? In this fun talk, Daniele shares key stories about the history of our field. Starting with 10,000 BC up to 2019. This little journey will show how Service Design stole ideas from psychology, politics and even philosophy.
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30. 10,000 BC
First Customer and Service
Source
https://customergauge.com/blog/a-brief-history-of-customer-success
https://en.wikipedia.org/wiki/Priest#Historical_religions
36. Source
https://en.wikipedia.org/wiki/Priest#Historical_religions
“(...) according to the trifunctional hypothesis of
prehistoric Proto-Indo-European society, priests and
priestesses have existed since the earliest of times and
in the simplest societies, most likely as a result of
agricultural surplus and consequent social
stratification”.
45. 10,000 BC
First Customer and Service
Source
https://customergauge.com/blog/a-brief-history-of-customer-success
https://en.wikipedia.org/wiki/Priest#Historical_religions
66. 1876
Invention of the Telephone
Source
https://en.wikipedia.org/wiki/Invention_of_the_telephone#Alexander_Graham_Bell
https://www.zendesk.com/resources/the-history-of-customer-support
https://customergauge.com/blog/a-brief-history-of-customer-success
72. Source
https://itotd.com/articles/4506/phenomenology/
“(...) he wanted to study the experience of things —
as they present themselves to the observer —
without any assumptions, predefinitions,
interpretations, or prejudice as to why or how they
exist (or even whether they ‘really’ exist at all).”
— Joe Kissel —
93. 1988
SERVQUAL, a measure of service quality
Source
https://www.visioncritical.com/blog/rise-customer-satisfaction-research
https://en.wikipedia.org/wiki/SERVQUAL
https://www.marketingstudyguide.com/servquals-22-questions/
106. 10,000 BC
First Customer and Service
Source
https://customergauge.com/blog/a-brief-history-of-customer-success
https://en.wikipedia.org/wiki/Priest#Historical_religions
111. Get the
slides, and
improve
the book
bit.ly/sdn-talk
Or get in touch
@danielec
Licence: These slides are under a “I don’t give a fuck licence” adapt everything, put your logo, have fun.