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Redefining Promises: Shaping the Future of Customer Experience with Damian Kernahan

January 16, 2024
46
 MIN

Shownotes

On this episode, we catch up with Damian Kernahan in Sydney, Australia for an insight into his professional journey, spanning from the advertising industry to co-founding a service design firm. We discuss the challenges of navigating complexity and silos in large organisations and reflect on the limitations of personas in designing effective customer experiences. Damian emphasizes the importance of understanding customer needs and emotions, proposing a shift from brand promises to actionable service promises. The conversation also touches on the evolving baseline of customer expectations, the significance of consistent experiences across channels, and the role of service design in shaping the future Western Sydney International Airport. Ultimately, the episode advocates for a focus on keeping promises and delivering value to customers in a metronomic fashion.

Episode Transcript

This transcript was created using the awesome, Descript. It may contain minor errors.

John Carter
Tech Vlogger & YouTuber

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