customer experience

3 Ways Improv Training Can Improve Customer Service

Read in FastCo Design

November 8, 2012
by Toby BottorfDaniel Sobol

Taking a cue from the Russian theater director Konstantin Stanislavsky, Continuum’s Daniel Sobol and Toby Bottorf argue that frontline employees shouldn’t feel tied to a script.

Read the full article in FastCo Design

filed in: customer experience

About the Author

  • 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.