Michael Vromans is partner and creative director of award-winning customer experience design agency DPDK. He reveals how his agency combines Design-Thinking and Service-Design in their strategic process and presents a case-study which gives practical insights on how brand, content and technology strategy together create opportunity for brands to be really unique and competitive.

"Today, customer experience is the best way to or the only way basically to truly differentiate from advance competitors it beats price it beats product it beats place because if you offer a better customer experience than your competitor people come to you".

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