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The Road Jam is a 48-hour Global Service Jam taken on the road. We will be jamming innovative service solutions while driving from Berlin to Rome. On 1 March 2013, people who are interested in service and using a design-based approach to problem solving and creativity will meet all over the globe. In a spirit

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Interview with Thomas Schönweitz By Marina Lenz NEXT Berlin: Why does service design matter for companies? Thomas Schönweitz: 80% of all companies say they provide great customer service, but only 8% of their clients agree (Closing the delivery gap, Bain & Company, 2005) and 82% of customers end their relationship with a company because of

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