P6: Service process optimization – Ensuring smooth and efficient experiences

In today’s experience-driven economy, optimizing your service processes is no longer optional—it’s essential. This course introduces the SMOOTH framework: a practical, six-part system for creating frictionless customer journeys. You’ll explore how brands like Starbucks and Nike overcame cultural and operational challenges by rethinking the way they deliver services. From simplifying steps (Streamlined) to creating seamless cross-channel experiences (Omnichannel), each element of SMOOTH is designed to boost customer satisfaction, loyalty, and operational efficiency. Through real-world examples, hands-on exercises, and clear implementation tips, you’ll learn how to identify pain points, redesign inefficient workflows, and create mobile-first, human-centered processes that delight users. Whether you manage a local coffee shop or lead a global digital team, this course equips you with tools to transform your customer experience into a competitive advantage. By the end, you'll have a tested strategy to make your services smoother, faster, and more impactful—across every touchpoint.