Today’s interview is with Joel Bailey, who is a Director at EY Seren, the global design consultancy within EY. Joel is a friend of mine, someone I have worked with and a really interesting thinker when it comes to service. Our conversation was precipitated by the publication of an article he wrote (2020: A new decade of service) earlier this year. So, we set up a time to chat to talk about why we should leave the experience economy behind, that service is the element that connects customer experience and employee experience and the idea that we need to define service anew.
This interview follows on from my recent interview – Authentic leadership is just the rebranding of transformational leadership with some of the caffeine taken out – Interview with Professor Dennis Tourish – and is number 339 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Joel:
Joel is a Service Designer and has been for around 20 years. He applies systems thinking, research and design to improve services across sectors. Whether its reducing cost, increasing revenue, or improving customer or employee outcomes, he takes a very practical and hands on approach to delivering results.
He is currently a Director at EY Seren, the global design consultancy within EY, and Forrester’s Global Innovation Leader 2019.
Read the post that precipitated our conversation, find out more about Joel at his personal site, say Hi to him and the folks at EY Seren on Twitter @joelbaileyuk and @EY_Seren and connect with Joel on LinkedIn here.