SERVICE DESIGN 2020

FROM VISION TO TRANSFORMATION: How Service Design Disrupts Business

October 13 - 15, 2020 | Chicago

Matt Herlihy

Executive Director of Strategy Office of Experience

Why Matt? 

Matt brings more than two decades of industry experience to OX, having led strategic engagements at renowned agencies including VSA Partners, Bonfire (now Lippincott) and Pivot Design. Over his career, Matt has created transformative brand, marketing and communications strategies for leading global brands including Mack Trucks, Cargill, BMO, General Electric, Mercedes-Benz, Uber and the Bill & Melinda Gates Foundation. He is also an avid public speaker and serves on advisory boards for two non-profit organizations

October 16: Main Conference Day

Wednesday, October 16th, 2019

9:30 AM Where Expectation Meets Reality: A New Model for Keeping Brand and Service in Harmony

However strong a brand may be, thoughtful service is an essential ingredient for delivering value in moments that matter. But doing it well requires a far more holistic view than most companies take today. By using a new model that takes multiple dimensions into account—before and after, thinking and doing, big picture and small—service designers can ensure that when expectation and reality collide, brand and service work together in perfect harmony.

Check out the incredible speaker line-up to see who will be joining Matt.

Download The Latest Agenda