Back to matchesWe found a matchYour institution may have access to this item. Find your institution then sign in to continue.TitlePresident's Letter.AuthorsWESTCOTT, MICHAELAbstractAn introduction is presented in which the editor discusses the impact of technological innovations on customer service and experience design and several questions to consider in designing service and experience.SubjectsTECHNOLOGICAL innovations; CUSTOMER services; EXPERIENCEPublicationDesign Management Review, 2013, Vol 24, Issue 3, p2ISSN1557-0614Publication typeArticleDOI10.1111/drev.10243