• Advice and guidance for businesses looking to leverage AI capabilities, enhancing operational efficiency and customer experience
• Advice on integrating AI into business operations to improve customer experience quality and support marketing strategy
• Delivering group workshops and courses (online and in-person) and one-to-one sessions for people looking to start AI-enabled venture or develop new products and services

Key areas of expertise

AI, customer experience management, marketing strategy, design thinking, market research, new business, new product and service development

Background

Established in 2022, Service Design North Ltd supports service-based organisations to design and improve customer experiences that make a meaningful, positive difference to people’s lives. Based in the North East of England, the company works with pre-starts, start-ups and established organisations through practical workshops, training and 1:1 consultancy.

Dr Yulia Dzenkovska is an AI and customer experience strategist and a Chartered Marketer, MCIM, with over a decade of experience spanning research, teaching and hands-on delivery. She completed a PhD in customer experience quality and previously held a lectureship in Marketing at Newcastle University Business School, where she taught product and service innovation, customer experience and marketing strategy. Yulia left academia in 2025 to work directly with organisations, translating research into practical, human-first improvements.

Yulia has worked with SMEs, charities, social enterprises and public sector organisations to support the responsible adoption of AI, improve customer journeys and develop customer experience strategies that are both effective and realistic to implement. Her work combines service design, design thinking and market research with emerging AI tools to help organisations free up time, empower teams and improve customer interactions. The focus is always on practical, user-centred solutions that align with organisational goals, values and capabilities – not technology for technology’s sake.