Enroll Course: https://www.coursera.org/learn/service-models
In today’s digital era, service industries must prioritize human-centric design and innovative service models to thrive. Coursera’s course, ‘Experience, Design, and Innovation of Service Models: from Pain Points to Selling Points,’ offers a rich blend of theory and practical insights curated by top academics from NTU and industry experts from Cathay Financial Holdings. This course is tailored for those eager to deepen their understanding of service design, customer experience, and innovative business strategies.
The syllabus is thoughtfully structured, beginning with a deep dive into experience economy and service design, where learners explore the four realms of experience and analyze real-life applications through engaging case studies. The course then progresses to cover customer pain points, empathy design, and customer journey mapping, equipping students with tools to enhance service delivery.
Further modules focus on service management and innovation, illustrating how to apply innovative practices within service operations. The segment on revenue management introduces dynamic pricing strategies, vital for maximizing profitability in competitive markets. The platform strategy section expands understanding of multi-sided platforms, critical in the digital economy.
A standout feature is the case study of Cathay United Bank’s credit card product, which provides invaluable insights into financial product design, including bottleneck analysis and market-driven solutions. Throughout the course, learners will gain actionable knowledge applicable across sectors such as finance, retail, healthcare, transportation, and online services.
I highly recommend this course to professionals aiming to elevate their service offerings by integrating customer-centric design, innovative strategies, and digital tools. Whether you are a manager, entrepreneur, or a student aspiring to excel in service industries, this course will empower you with the skills needed for successful service transformation in the digital age.
Enroll Course: https://www.coursera.org/learn/service-models