Service Design

Translate Customer-Centricity From Strategic Objective Into Daily Reality

Holger Moewes, Head of Customer Experience Germany, is revealing the process that MediaMarkt Saturn has used to overcome silos and improve CX at their keynote during the CX1 WORLD 2022.

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Watch the Recording Now

MediaMarktSaturn uses the Service Design method to implement customer experience improvement projects that overcome silos, using the example of the process behind the “30 minutes ready to pick up” promise for Click & Collect orders.

What to Expect

  • How to manage silos in different departments
  • Which layers customers go through in order to get what they need
  • How MediaMarkt Saturn improved their Click & Collect orders substantially


The Speaker

Holger Moewes

Head of Customer Experience Germany

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