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Service design is interaction design, says this serial entrepreneur and former colleague of Richard Saul Wurman.

These colleagues and coauthors (an excerpt from their book, Service Design: From Insight to Implementation, appears on page 48) were eloquent about technology, education, and designers who have more empathy for their clients' customers than for their clients.

Fidelity's chief customer experience officer talks about the challenges and opportunities facing today's financial services industries.