Exploring the evolving role of leadership in service design, this track focuses on leading interdisciplinary teams, building design-informed strategies, and navigating complexity—examining how leadership mindsets, behaviors, and structures enable or hinder service innovation across sectors.

Focused on long-term thinking, foresight, and future scenarios, this track explores how speculative design helps organizations anticipate change, build resilience, and shape services and systems that align with their preferred futures amid uncertainty.

The intersection of design and emerging technologies, with a focus on AI, is explored—discussing human-centered approaches, ethical considerations, and the challenges of designing services where machines and people collaborate, supported by case studies and practical frameworks.

Exploring the lived experiences of users, employees, and customers, we’ll examine tools and approaches for understanding needs, behaviors, and emotions—and how to turn empathy into action, driving customer-centered change in complex service environments.

This track explores how data—both quantitative and qualitative—drives strategy. We’ll cover measurement frameworks, aligning metrics with user outcomes, integrating analytics into design workflows, and using data to model and manage service performance at scale.

Journey management, experience intelligence, and design unite to drive real impact—linking strategy to execution, bridging silos, and turning fragmented data into action. Together, we create services that deliver value, foster alignment, and shape meaningful outcomes.