{"id":307,"date":"2026-06-21T19:39:42","date_gmt":"2026-06-21T19:39:42","guid":{"rendered":"https:\/\/www.filipmakowiecki.com\/?p=307"},"modified":"2026-06-21T19:43:57","modified_gmt":"2026-06-21T19:43:57","slug":"the-end-of-experiences-my-article-in-touchpoint-vol-17-2","status":"publish","type":"post","link":"https:\/\/www.filipmakowiecki.com\/index.php\/2026\/06\/21\/the-end-of-experiences-my-article-in-touchpoint-vol-17-2\/","title":{"rendered":"The End of Experiences. My article in Touchpoint vol. 17-2"},"content":{"rendered":"\n
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The latest issue of Service Design Network’s Touchpoint \u2013 ‘Energing Service Design’ \u2013 asks where service design is going, not what it’s currently doing.<\/p>\n\n\n\n

My piece, The end of experience<\/a>, argues that as various AI agents and platform intermediaries insert themselves between organisations and customers, the experience layer is quietly dissolving \u2013 and that service designers need to reposition around operational and systemic work rather than wait for touchpoints that may never come back.<\/p>\n\n\n\n

Touchpoint’s Editor-in-Chief Jesse Grimes quoted the piece in his introduction to the issue, and it made the cover. Somehow that feels better than being on a Forbes 99Under99 list or something (not that I would know).<\/p>\n<\/div>\n<\/div>\n\n\n\n

Three articles resonated particularly strongly with my own:<\/h2>\n\n\n\n