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Touchpoint
The Journal of Service Design
p-ISSN: 1868-6052
e-ISSN: 2940-2778
Editor-in-Chief:
Jesse Grimes
e-ISSN: 2940-2778
Service Design Network gGmbH
Mülheimer Freiheit 56
D-51063 Köln, Germany
EDITORIAL — EDITOR-IN-CHIEF AND GUEST EDITORS
Each issue of Touchpoint has 3-4 Guest Editors, as well as the Editor-in-Chief. The Guest Editors are invited roles and represent thought leaders and experienced practitioners in service design — or in adjacent disciplines, as they relate to an issue theme — and change for each issue.EDITOR-IN-CHIEF AND CO-PUBLISHER
The Editor-in-Chief is a persistent role and is currently Jesse Grimes. Jesse has sixteen years of experience as a service designer and consultant. He is an independent practitioner, trainer and coach, based in Amsterdam and working internationally. Jesse is also Senior Vice President of the Service Design Network and Head of Training for its Academy, and has been involved with the organisation since 2008.Birgit Mager is co-publisher of Touchpoint, and is a professor for service design at the Köln International School of Design (KISD) in Cologne, Germany. She is founder and director of sedes research at KISD and is co-founder and President of the Service Design Network.
RECENT GUEST EDITORS
Touchpoint Vol. 14 No. 1 — The Employee Journey
Belinda Gannaway is strategy director of culture activation at agency FathomXP and co-author of Employee Experience by Design (Kogan Page). She speaks, writes, coaches and trains on all aspects of employee experience.Markus Hohl is Head of Service Design at JPMorgan. He creates innovative products and services for organisations in finance, healthcare, transport, retail and government, and he is passionate about teaching design and employee experience.
Katie Murrie is the Lead Consultant at Service Design Academy. Katie played a key role in the launch of SDA, is Scotland's first SDN Accredited Master Trainer and co-founded Service Design in Education and EduJam.
Molly Oberholtzer is a senior service designer at SH/FT, the strategic design consultancy of AVANTGARDE.
Templar Wales is a seasoned consultant in brand building, digital marketing, social media, design thinking and customer experience. He has worked in a wide range of categories and for leading international brands
Touchpoint Vol. 13 No. 3 — Smart Service Design
Marihum Pernia is Design & Innovation Director in eFM spa, and co-Founder of Service Design Drinks Milan and coexist. Marihum is a designer whose work focuses on the transformation of business strategies and organisational ecosystems through the study of human behaviours, the application of technological foundations, and the development of future and disruptive scenarios.Kim Rees is Head of Data Lifecycle Design at JP Morgan Corporate and Investment Bank. She prepares organisations to be human-centred with their data and AI is her passion.
Niko Reunanen is CTO at Hellon where he mentors designers and other experts. Currently he is defining and creating software and mathematical algorithms for next generation service design.
Touchpoint Vol. 13 No. 2 — Service Design and Leadership
Brian Gillespie, MBA in Design Management, is a Boston-based consultant guiding clients and partners, including PARK, to research, design and manage the diverse activities associated with driving business success by design. Brian teaches on PARK’s Grow platform and is a member of the SDN leadership team.Cathy Huang is Chairperson at CBi China Bridge and Founder of the SDN Shanghai chapter. She is recognised as having broad influence both socially and in the global design industry, and has been noted for her leadership as an entrepreneur and a woman in business. Dr. Andy Polaine is a design leadership coach, educator and writer with three decades of experience helping clients transform their organisations and themselves. He is co-author of Service Design: From Insight to Implementation.
Stephen Wood is a Director at Salesforce. He has worked with some of the world's largest companies, designing and delivering customer experiences that generate better outcomes for colleagues, customers and communities.
Touchpoint Vol. 13 No. 1 — Measuring Service Experience
Giuseppe Chiorazzo is Global Digital Communications and Web Leader at ABB Motion. He works on digitalisation strategies and execution roadmaps, and he is an advocate for customer centricity.Damian Kernahan, Project Director and CEO, founded Proto in 2008 to help large organisations truly understand their customers so they can deliver outstanding service solutions and experiences.
Peter Merholz is an independent consultant and author focused on the organisation design of design organisations.
Ekaterina Panina is a doctoral researcher in Marketing at the University of Turku, Finland. She studies CX management in B2B firms, focusing on the strategic use of target experiences.
Dr. Vidya Priya Rao is founder of Innovatus Marketers Touchpoint LLP and Accredited Service Design Master. She helps companies harness their power of innovation by breaking out of their comfort zones and embracing the ‘what ifs’.