Some of Dug's slightly more interesting design things…

• How not to personalise

  Dear Customer blah blah blah...

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• Global Service Jam

  48 hours in Leeds

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• Mission statements

  No purpose, no performance.

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• Somebody else is running your help desk

  Customer service trends

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• Customer Experience Management

  Ways to contact fellow attendees

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• Fix your bill with your thumb

  Sometimes you need to reframe the problem before you solve it

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• Forty Hall Estate Bacchus 2013

  Developing a brand for a London vineyard with social purpose

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• The British high street's first api

  Building a developer community around an API of Currys/PCWorld skus.

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• Getsat pilot at Dixons Retail (aka Currys/PC World)

  Prototyping customer experiences in a high-traffic ecommerce environment

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