• mario_sepp mario_sepp Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
  • gastspiel_mario_sepp gastspiel_mario_sepp Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
     

Gastspiel Founder Mario Sepp, MBA

More than twenty years of professional experience have taken me through a diverse range of business and service sectors. I have had the opportunity to be involved in decision-making processes at senior management level in both, regional, medium-sized enterprises as well as large international corporate conglomerates, thereby shaping and changing the business landscape and gaining invaluable insights from the point of view of both „the customer“ as well as „the service provider“ – a huge advantage to have experienced both! It has always been important to me to complement my hands-on experiences with continuous further education (MBA Study Course, Harvard Business School, Cranfield University) and my efforts to focus more on Service Design have been commended and internationally honoured with the Budgie Award in 2007 (see details below).

Based on all these experiences it has become clear that ultimately, whether small or large scale, it is all about satisfying the needs of customers, staff and business partners. In short, best possible “service” for all! It’s about time for Service Design – take your time with Gastspiel! I guess you are catching on to my passion …

Details of Mario`s experience: I had the unique opportunity to successfully implement the concept of my master thesis (“The increase of Customer Focus in a competitive B2B service industry”) in the course of my Master’s program, in an international group of companies. I also had the chance to gain more in-depth knowledge at the Cranfield University, as well as the Harvard Business School in Boston („Building and Leading of Customer Centric Organizations“). The success of our service concept for Europe’s second largest low cost airline was acknowledged with the Budgie Award in London in 2007, in the category of worldwide „Best Service Provider“ for innovative and exceptional service delivery. Various events and international conferences for Service Designers (2015 - Parsons New School of Design - New York) continue to keep me up-to-date and abreast of current developments.
  • ulrike_schoenegger_sepp ulrike_schoenegger_sepp Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
     

Ulrike Schönegger-Sepp

My past experiences have always been marked by my enthusiasm for „service quality“. After a stint in the hospitality industry I literally „landed“ a position in the airline industry where I was able to take part in the successful establishment of a regional airline as part of the airline’s management team. The optimal combination of business opportunities and staff as well as customer demands constituted the key challenge. Thanks to years of project work in close co-operation with regional partners from a diverse cross-section of business, I gained further invaluable insights and realized that, ultimately, the success of any business is always the result of the optimum fulfilment of customer needs. A successfully completed degree course for Tourism and Service Management rounded off my practical experiences, and my thesis was awarded the prize, then introduced and offered, for “Innovation”.

Perfect service and innovative solutions to various tasks have always been ‘tried and trusted partners’. It is my pleasure therefore to bring my experience, passion and enthusiasm to the ‘Gastspiel’ table.

  • gastspiel_service_design_experience gastspiel_service_design_experience Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
     

Martin Aglibut

“Services with the main focus on digital media, communication, sales and training have all along largely determined my business activities. I was in the lucky position to pass on years of comprehensive, theoretical knowledge as well as my practical know-how and expertise gained over many years in the IT-sector, to various diverse institutions and a large number of interested end-users. Over the last couple of years my personal focus has shifted from the broad range of applications of the various digital channels, the needs of the “digital natives” and the “user-experience-design” to the more practical applications of service design.

  • gastspiel_experience_design gastspiel_experience_design Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
     

Dipl.-Kfm. Marc Stickdorn

Master’s Degree in Business Administration Research Associate & Lecturer at the Management Centre Innsbruck (MCI).

Marc Stickdorn is a leading expert and pioneer in matters of „Service Design“. After his studies of Strategic Tourism Management and Marketing, he decided to specialize and is now lecturer at the MCI Tourism, teaching Master’s degree programmes for Service Design and Innovation. As co-founder of „Destinable“ (agency for Service Design in Tourism, Innsbruck) and as partner at „DesignThinkers“ (agency for Design Thinking, Amsterdam) he works with public as well as private organisations. Marc is a regular speaker at international conferences, he holds guest lectures at numerous universities and Design Colleges and beyond his professional commitments, he is publisher and co-author of the book „This is Service Design Thinking“, as well as developer of Service Design tools such as the „Customer Journey Canvas“ or „myServiceFellow“ . Marc also co-ordinates the EU-sponsored research project "Service Design in the Tourism Sector" and he organised the first congress on the subject of Service Design Thinking for the travel and tourism branch - "SDT2012“ in Innsbruck.

  • service_design service_design Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
  • service_design_thinking service_design_thinking Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
  • customer_loyalty customer_loyalty Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
     

Always the perfect match

What’s your destination – the desert or Mt. Kilimanjaro?

Selecting our tailor-made Service Design Team is based on the same prudent criteria you would apply in putting together a team for a major expedition.

Depending on the objective and the required process stages the team will be composed of Gastspiel staff, representatives of the target group, client representatives and, if required, also additional experts in selected fields (e.g. social media, video production, etc.).However, they all have one thing in common: they are creative, considerate, reliable and positive human beings who share their passion for exceptional service delivery and approach the task with enthusiasm and joy.

You pose the challenge, we build the team!

  • customer_experience customer_experience Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
  • touchpoint_management touchpoint_management Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
  • customer_satisfaction customer_satisfaction Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
  • customer_journey customer_journey Customer Service, Service innovation, Service blueprint, Customer experience, Customer journey, CEM, CRM, UX, Employee engagement, Employee satisfaction, Customer satisfaction, Customer touchpoint, Touchpoint management, Brand management, Moment of truth, Service design, Service design thinking, Business innovation, Customer loyalty, Customer segmentation, Customer value, Customer lifecycle ,Customer complaint, Word of mouth, Customer lifetime value
     

Credentials

Confidentiality is of paramount importance, even when it comes to business credentials.

For this reason, you will not find a collection of corporate logos or a long list of renowned companies.

We work for large national and international corporations, as well as for small-to-medium-sized enterprises, from a cross-section of various sectors in the fields of production and service delivery. We have been able to implement very successful projects for a wide variety of sectors, such as wholesalers and retailers, the financial service sector, insurance companies, the health sector, IT, telecommunication and the tourism, gastronomy and hospitality. Our clients also include public sector institutions.

On request, but only after consultation with our client, we will gladly give you further details of contact persons from the various sectors, as we believe you will appreciate that we will handle your information with equal discretion and confidentiality.

Our clients appreciate our responsible approach and know they can rely on us.