This clip is part of a one-hour-long webinar about the Future of In-House Service Design with Marc Fonteijn. You can watch the full webinar here.

In summary

Over the last three years, there has been a significant increase in interest in in-house service design. While some organizations were dabbling in it three years ago, it is now becoming a no-brainer for organizations to consider having an in-house service design team. The biggest change is an increase in awareness of the importance of service design.