# 3.2 What Happens Next: Why Communication Is Part of the Service

Episodio de [Behave And Design](https://escuchario.semeescucha.es/podcast/behave-and-design), de Daniel Irala.

- Publicado: 4 de octubre de 2026
- Duración: 14 min
- Temporada 3, episodio 2
- Audio: https://anchor.fm/s/ff2351e0/podcast/play/126746405/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-9-3%2F433238301-44100-2-e16f8844a699b.m4a
- Página: https://escuchario.semeescucha.es/podcast/behave-and-design/episodio/10121923-3-2-what-happens-next-why-communication-is-part-of-the-service

## Sobre este episodio

Twenty minutes after we landed in Copenhagen, I got a notification: our next flight was cancelled. That was all it said. The airline, SAS, found us a new flight and looked after us for the night. What we could not get was the answer to one question: what happens next? I use that trip as a case to look at the day a service breaks. I go through three moments (a notification, a customer service window and a suitcase) and put them next to an idea from Jan Carlzon, who ran SAS in the 1980s. He called every short contact between an employee and a customer a moment of truth, and he said the employee in it needs two things: to know what is true, and to be allowed to act on it. In this episode: • Why information that already exists inside an organization often does not reach the person it is about • Three things to try: draw the broken day as its own service, check each moment for "know" and "act", and count the questions people ask after something breaks • What an AI agent at the service desk would and would not have changed • Why sharing what you know is how a service earns trust Mentioned: Jan Carlzon, Moments of Truth (1987). John Seddon on failure demand. Behave & Design explores behavioral science, service design and systems thinking.

Anterior: [3.1 Why Nobody's Talking About How Agents Behave](https://escuchario.semeescucha.es/podcast/behave-and-design/episodio/10121924-3-1-why-nobody-s-talking-about-how-agents-behave)

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