How to cater needs of three generations and target groups in one approach?
Customer Service 2030 – One Approach, Many Audiences
Its a high‑energy simulation, not a lecture. You will work in fast‑moving teams to design a unified service approach that serves diverse generations and target groups. It’s all about practice: rapid persona sprints, service blueprints, a interconnected human‑to-machine (video/voice/text) channel mix, and live stress tests. Unexpected curveballs may force clear decisions under pressure with imperfect information. Teams will be asked to build a 2030 Customer Service Playbook that covers personas, channels, accessibility, and KPIs, plus a pitchable Minimum‑Lovable‑Service prototype.
It will be quick, intense, sometimes uncomfortable, but highly effective.
If you want business training that feels like a creative lab and teaches service as a living system (not just a collection of channels), this session is for you.
Sarah Kurzweg & Dirk Bader