A Conversation About Service Design with the Authors of Woo, Wow, and Win: An Event Hosted by Continuum Boston

Service isn't what it used to be. Customer expectations are high, and it's up to companies to meet the public's wants and needs. Firms that design and deliver great service will inspire and retain customers. Those that don't will be at a distinct disadvantage.

Interested in learning where service design is going and how it can help your business?

We have just the event for you.

You're invited to celebrate the launch of the book, Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight, with a free event hosted by Continuum. Please join us on the evening of January 9th for a brief discussion with co-authors Thomas A. Stewart and Patricia O'Connell.

Date and Time: January 9th, 2017

6:00 - 9:00 pm


6:00 pm Arrival and Welcome

7:00 pm Panel Discussion

8:00 pm Open Networking

Please register for the event by January 6th, as space is limited.

  • StewartTom Headshot
    Thomas A. Stewart

    Tom Stewart is the executive director of the National Center for the Middle Market, the leading source for knowledge, leadership, and research about mid-sized companies, at The Ohio State University’s Fisher College of Business.

    In addition to Woo, Wow, and Win, he is the author of two other books, Intellectual Capital: The New Wealth of Organizations and The Wealth of Knowledge: Intellectual Capital and the Twenty-first Century Organization.

    Tom is a graduate of Harvard College and holds an honorary doctorate from Cass Business School, City University London.

  • OConnellPatricia Headshot
    Patricia O'Connell

    Patricia O’Connell is president of Aerten Consulting, a New York City–based firm that works with companies to devise content strategies and develop thought leadership for top management. Her interest in service design expresses a lifelong pursuit of the idea that “there’s got to be a better way.” She is the writer, with author Neil Smith, of the New York Times& bestseller How Excellent Companies Avoid Dumb Things Breaking the Eight Hidden Barriers that Plague Even the Best Businesses*.

    Patricia is twelve-year veteran of Bloomberg Businessweek.com, where she served as news editor and subsequently as the management editor.

    A graduate of Boston College, Patricia has worked with the Project Management Institute, the Association of Management Consulting Firms, and Strategy&.

  • Campbell Jon
    Jon Campbell
    Head of Experience & Service Design

    Jon helps organizations become customer-centered and develop their internal capability for repeatedly creating, launching, and scaling new offerings and compelling customer experiences.

    Prior to EPAM Continuum, Jon served as Manager, Prospect Marketing, at Harley-Davidson Motor Co., overseeing lead generation, lead nurturing, and interactive programs focused on the acquisition of new customers and development of compelling customer journeys. He also spent time at ad agency Cramer-Krasselt, working on brand strategy, marketing communications, and new product development.

    Jon holds a master of design methods degree from Chicago’s Institute of Design (IIT) and a BA in journalism from the University of Wisconsin.

  • Bottorf Toby
    Toby Bottorf
    VP, Service and Experience Design

    Toby joined Continuum to establish a digital design capability, and is now a VP in service design, leading teams to design solutions for complex human and technical systems. His work builds on a career in UX and interface design.

    Recent work includes Audi on demand, a premium mobility service; the design of a client communications tool for a financial services company; and the strategy and experience design of a digital coaching platform for a leading American health insurer.

    Toby holds a master’s degree in communications design from the Institute of Design (IIT) and a BA in art from Yale University.