Interview: "Really innovate? Break through the pillar '

Edenspiekermann design agency uses service design for radical improvement in services. "The pillarization of business units stands in the way of real innovation," says Creative Director and partner Joost Holthuis.

Many companies want to put the customer first and try to distinguish themselves or to generate new business through excellent service. Large organizations such as government organizations, banks, insurers and large service providers are divided into departments, each with its own task and objectives. These departments often form separate silos that work little together. This can be different business units, but also departments such as IT, Marketing, Corporate Communication, etc. "As long as the silencing stands in the way of innovation, departments will take small steps individually and radical improvements in service will remain," Holthuis explains. "The danger is that new players will step in and change the market dramatically in a short time."

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