Designing service
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Designing  service
One of the misunderstandings of these days is that a designer has an artist or artisan background. In that approach designers are idea generators, visualizers and prototypers.   That is not our point of view. Our adagium comes from the management writer Herbert Simon, who stated that "Everyone designs who devises courses of action  aimed at changing existing into preferred ones".  As stated by others, this version of design tends to abstraction and general expertise.   The focus of this blog is service and services. In our world  service is exchanged for service. All firms are service firms; all markets are centered on the exchange of service, and all economies and societies are service based. And just even government and other institutions are always exchanging services for services. But be sure, in this era of change there is a heavy focus also on concept generation, visualization and digital concept and prototypes.   Interested in designing services? In case you are interested to follow,  check the options in the sidebar. You can follow this blog on Facebook, Pinterest, Twitter and via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so (some of this content is also posted on that platform).  
Curated by Fred Zimny
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The Hard Truth About Social Media

The Hard Truth About Social Media | Designing  service | Scoop.it

The social media I signed up for isn't the same today. So what's the hard truth about social media today that you need to know? What can you do about it?


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What Motivates Your Customers?

What Motivates Your Customers? | Designing  service | Scoop.it
Here's what two New York City bagel shops sitting 200 feet apart can teach you about customer loyalty.

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Eric_Determined / Eric Silverstein's curator insight, April 15, 2:54 AM

"Ask any entrepreneur and they'll probably tell you it’s getting harder to forge meaningful relationships with customers, as choices for just about everything multiply. That makes the little anomalies—products that elicit real emotions—really important.

 

People think they want choices. They don't. Choices increase anxiety, do you agree?

 

Your customer’s current process will be unique. Understanding it and building a product that works hand in hand with what they do already is crucial.

 

Then, you want to frame the conversation in a way that allows your customers to easily opt into whatever you’re building. Help them skip to the bottom of that funnel they want no part of going through."

 

Brian, does this mean you will recommend for Stemless to work with Black Seed for easy pickup at their favorite coffee and bagel place... :)

Mike Donahue's curator insight, April 15, 9:49 AM
A good article that shows how easy it is to be wrong about why people are choosing your brand, and how that can leave you wondering how you lost your customers.
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Do You Know Your Customers?

Do You Know Your Customers? | Designing  service | Scoop.it

It's a lot smarter to make something people want, than it is to rely on tactics that will make them want something you made.


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localbizwiz's curator insight, February 23, 11:32 AM

we can make your Local Business EXPLODE! go here for more info please... https://www.linkedin.com/pulse/make-any-local-business-explode-stephen-l-hall?trk=pulse_spock-articles

Growth Engine Labs's curator insight, February 23, 12:44 PM
In the sales process and even in conversation, the more we learn about our customers, partners and employees the better we can add value to them.
Pantelis Chiotellis's curator insight, February 28, 3:38 AM

8 questions to help you to focus on creating value

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Digital Disruption: The Growth Multiplier - Accenture

Digital Disruption: The Growth Multiplier - Accenture | Designing  service | Scoop.it

Learn how recalibrating digital investments can help companies realize higher productivity and growth in the digital economy.


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No job is safe from automation and robotization

No job is safe from automation and robotization | Designing  service | Scoop.it
See how susceptible your industry is torobotic takeover.

Via Farid Mheir, Marc Wachtfogel, PhD
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Russell R. Roberts, Jr.'s curator insight, February 5, 1:51 AM

Thanks to reporter Farid Mheir for this warning.  In the months ahead, many formerly "secure" jobs will be staffed with robots, artificial intelligence, and sophisticated data processing equipment. Those of us who have been "downsized" (I'm one) from the communications, entertainment, and broadcast engineering career fields understand how devastating this trend will be.  It's the old argument:  people are too expensive and unreliable.  Machines don't get sick, take vacations, or complain.  Everything is bottom line these days.  No job or position is immune.  Those who still have jobs will be servicing and programming the machines that replaced people.  Be careful what you wish for--you may get it.  Aloha, Russ.

Johan Sundström's curator insight, February 8, 2:22 PM

Media 24%...

Grant Tucker's curator insight, February 14, 11:10 AM

This is why we all should be innovating within our chosen professions

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Best Practices: How To Use The Culture Map

Best Practices: How To Use The Culture Map | Designing  service | Scoop.it

Since Dave Gray and Strategyzer launched the Culture Map, thousands of people around the world have downloaded the tool to help them design their corporate culture. In this post, we collected 7 best practices from Dave Gray and Alex Osterwalder for using the Culture Map in collaborative sessions.


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What will your Customer Experience look like in 2016?

What will your Customer Experience look like in 2016? | Designing  service | Scoop.it

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Colin Taylor TRG's curator insight, December 22, 2015 7:25 AM

A good list of trends to watch for in 2016 #custserv #custexp #cctr

Amy Clark's curator insight, December 23, 2015 9:16 AM

Great insight!!

Andre Piazza's curator insight, December 26, 2015 3:21 PM

#CX advances into 2016

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2016 Content Marketing Plan For Success - Heidi Cohen

2016 Content Marketing Plan For Success - Heidi Cohen | Designing  service | Scoop.it
Need a 2016 content marketing plan? Here are 10 steps with data and tips to help you get your 2016 content marketing on track for success.

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How To Contribute Value To Customers...

How To Contribute Value To Customers... | Designing  service | Scoop.it
Jon Husband, author of Wirearchy, put it in other words. Companies need to decentralize information and control. Using his definition of Wirearchy: “a dynamic two-way flow of power and authority based on knowledge, trust, credibility and a focus on results, enabled by interconnected people and technology”.

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Eric_Determined / Eric Silverstein's curator insight, October 23, 2015 5:13 AM

"We are not, have not and cannot control the environments we operate in. We can design for it, but we can’t control it." - Share your thoughts.


Helge shares valuable insight from his Totem #Aerials15 conference.


"The current practice of management is not aligned to a new world where customers suddenly become an important strategic equal."

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Q: Driving Revenue? A: Through Relevance #martech #digital

Q: Driving Revenue? A: Through Relevance #martech #digital | Designing  service | Scoop.it

Oracle’s recent acquisition of Maxymiser is a very smart move as it continues to build out its marketing cloud to compete with the likes of Adobe and Salesforce. Just as significant, this is part of its broader strategy to assemble the tools required to optimize the customer journey as the battle to influence buying decisions gets even more heated.

Oracle gains Maxymiser’s cloud-based platform to test, target and personalize what a user sees on a Web page or mobile app. The end game is a highly optimized customer experience.


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Top technology shifts that confront the business today

Top technology shifts that confront the business today | Designing  service | Scoop.it

As I pointed out when the "big five" IT changes came down the pike three years ago (mobile, social, cloud, consumerization, and big data), which were seen as an unprecedented series of simultaneous changes at the time -- and in which we are still mostly in the early to mid-point stages of adoption in organizations today -- that the gap between what's achievable and what's needed might become untenable. Combine these in-process changes with limited budget for tackling strategic new capabilities like open APIs, Internet of Things, omnichannel engagement, machine learning, digital business models, rethought digital workplaces, and new models of IT such as bi/tri-modal, and you have a pretty hard to climb mountain of accumulated technical debt.


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Farid Mheir's curator insight, July 30, 2015 3:14 PM

A very insightful diagram within another interesting article, it charts the multiple technologies that organizations are faced with and that can provide serious disruptions by lowering costs or enabling new business models.


WHY THIS IS IMPORTANT?

It says "technology" and everyone thinks CIO but in reality those changes will impact every unit in the organization so every leader must be aware of them and have a plan to manage the accompanying change from a people and process standpoint.

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Measuring Mobile Effectiveness Still Challenges Marketers

Measuring Mobile Effectiveness Still Challenges Marketers | Designing  service | Scoop.it
Mobile advertising is a big business, and spending continues to pour in. But—as is common with so many digital advertising channels that offer the promise of measurability and ever-increasing efficacy—performance measurement is still a challenge. Of course, that doesn't mean marketers aren't measuring on mobile—or trying to calculate return on investment.

Via Eric_Determined / Eric Silverstein
Fred Zimny's insight:

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?


We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.


Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

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Eric_Determined / Eric Silverstein's curator insight, August 1, 2015 7:52 PM

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?


We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.


Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

wolfgang gauss's curator insight, August 6, 2015 7:21 AM

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?

 

We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.

 

Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

Michael Weathers's curator insight, August 7, 2015 10:59 PM

With companies focusing on mobile-first experiences, how are you measuring your mobile app success?

 

We see social playing an important role to keep your customers engaged and active directly within existing mobile apps.

 

Push offers transactional benefits, but building and nurturing customer relationships strengthens lifetime customer value.

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Strategy versus Design Thinking

Strategy versus Design Thinking | Designing  service | Scoop.it
Underthinking is as just bad as Overthinking

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Mike Donahue's curator insight, August 3, 2015 10:13 AM

The one key take away here the need for "strategic action." Well thought out article that looks at the strengths and weaknesses of both strategic vs design thinking and how to leverage the best of both. It's not a true this vs that article which I usually hate. It recommends when to use one or the other as well as ideas to combine aspects of each for maximum effect.

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Ready For Data Insight Journey?

Ready For Data Insight Journey? | Designing  service | Scoop.it
A key focus for businesses has been how to meet the big data challenge. However, the emphasis has been on the quantity, rather than quality, of data and while being overwhelmed by volume, businesses have missed the real opportunity

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Eric_Determined / Eric Silverstein's curator insight, April 22, 2:57 AM

"True data insight can guide better business decisions and also help to mould creative communications. Having a clear picture of what your customers look like, what motivates them, what interests them, what and where they engage with communications, will ensure that the right content is created, or curated, for them. This is content that customers see value in, as is relevant to them.

 

1. What Do You Need To Understand?

 

Who are my most valuable customers, what do they engage with most, and where can I find more like them? You would then know exactly who you’re targeting and why. Understand what key customer knowledge is needed to provide the foundation for driving usable customer insight.

2.  Match ‘What You Want To Know’ With ‘What You Already Know’

Consider all of the touchpoints customers are likely to engage with; your website, your call centre, your retail sites, your partners, as well as the transactional information held in customer databases.

 

3. Collect The Data You Need… From The People You Want To Attract

 

A value exchange doesn’t necessarily need to be incentive based; useful information or access to inspirational content can be equally appealing. Whatever you offer, make sure it’s helpful, interesting and engaging.

4.  Marrying Data And Creativity

The Big Insight about your most valuable customers will come from your insight journey. It may be about what customers love about your product or brand, or equally what they hate about your competitors. It might not be product related at all but revolve around customer service – speed of delivery, how efficiently complaints are managed, how simple products are to access."

 

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100 Questions To Ask About Your DIGITAL BUSINESS

Do you know the key digital questions to ask about your business? Cognizant suggests the 100 key digital questions you need to be asking to connect the digital…

Via Eric_Determined / Eric Silverstein
Fred Zimny's insight:

Valuable data and insights. Any surprises?

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Antonio Ormachea's curator insight, March 28, 11:00 AM

Valuable data and insights. Any surprises?

Sebastián Muñoz's curator insight, March 29, 6:19 AM

Valuable data and insights. Any surprises?

Patrick Smith's curator insight, March 31, 4:16 AM

Valuable data and insights. Any surprises?

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Strategy and the Business Model

Strategy and the Business Model | Designing  service | Scoop.it

Is it true that you like the 9-boxes Business Model Canvas (BMC)? So did I. But then I've tried to use it in the practice of Strategy Management and I've realized that, for this purpose, it's rather useless, or even toxic. So, I went from liking it to a complete dislike, once the veil of widespread marveled adulation for the nine boxes has raised from my eyes. This article is about how did this happen and about how should the Business Model be presented, for using such representation as a Strategy tool.


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Tools needed to capture new digitization opportunities.

Tools needed to capture new digitization opportunities. | Designing  service | Scoop.it

Digitization trends are reshaping the industrial world. The risk of disruption brings with it significant opportunities. BCG’s Digitization Strategy Framework provides companies with the tools needed to capture new digitization opportunities. The framework consists of a diagnosis phase that helps industrial organizations set the basis for strategy development through understanding global trends, customer needs, and competitors' activities, and to evaluate current capabilities and gaps. Organizations can then employ a set of building blocks to develop a successful digitization strategy:

 

Via Farid Mheir, ValerieMalaval
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ReSkill Work's curator insight, February 10, 10:31 AM

Digitalization Strategy Framework http://sco.lt/... https://twitter.com/ReSkillWork  http://bit.ly/ReSkillWorkSite

Anne-Christelle's curator insight, March 31, 4:54 PM

Looks much like the Capgemini framework http://sco.lt/9Gn3A1 but always good to have different models to choose from.


Nathalie's curator insight, April 3, 3:55 PM

Looks much like the Capgemini framework http://sco.lt/9Gn3A1 but always good to have different models to choose from.

Do you think it is efficient? Where are people and culture?


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How To Create An Effective Unique Value Proposition 

How To Create An Effective Unique Value Proposition  | Designing  service | Scoop.it

A step-by-step process for attracting, converting and monetising the most profitable customers in your market. Let’s start with a simple premise: all customers are not created equal.  Some are dramatically more profitable than others.


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Chuck Taylor's curator insight, February 7, 11:27 AM

Great Article

Alexandru Otelea's curator insight, February 8, 4:58 AM

I found it very useful.

Jean-Guy Frenette's curator insight, February 12, 9:33 AM

PDGMan

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What's Next In Mobile Technology?

What's Next In Mobile Technology? | Designing  service | Scoop.it

We’re now coming up to 9 years since the launch of the iPhone kicked off
the smartphone revolution, and some of the first phases are over - Apple
and Google both won the platform war, mostly, Facebook made the transition,
mostly, and it’s now perfectly clear that mobile is the future of
technology and of the internet. But within that, there's a huge range of
different themes and issues, many of which are still pretty unsettled. 

In this post, I outline what I think are the 16 topics to think about
within the current generation, and then link to the things I’ve written
about them. In January, I’ll dig into some of the themes for the future -
VR, AR, drones and AI, but this is where we are today. 

See here to listen to the podcast we did around this. 

 

1: Mobile is the new central ecosystem of tech

Each new generation of technology - each new ecosystem - is a step change
in scale, and that new scale makes it the centre of innovation and
investment in hardware, software and company creation. The mobile
ecosystem, now, is heading towards perhaps 10x the scale of the PC
industry, and mobile is not just a new thing or a big thing, but that new
generation, whose scale makes it the new centre of gravity of the tech
industry. Almost everything else will orbit around it. 

The smartphone is the new sun

Resetting the score

 

2: Mobile is the internet

We should stop talking about ‘mobile’ internet and ‘desktop’ internet - 
it’s like talking about ‘colour’ TV, as opposed to black and white TV. We
have a mental mode, left over from feature phones, that ‘mobile’ means
limited devices that are only used walking around. But actually,
smartphones are mostly used when you’re sitting down next to a laptop, not
‘mobile’, and their capabilities make them much more sophisticated as
internet platforms than PC. Really, it’s the PC that has the limited,
cut-down version of the internet. 

Forget about the mobile internet

Mobile first

What would you miss?

 

3: Mobile isn’t about small screens and PCs aren’t about keyboards - mobile
means an ecosystem and that ecosystem will swallow ‘PCs’

When we say 'mobile' we don't mean mobile, just as when we said 'PCs' we
didn't mean ‘personal’. ‘Mobile’ isn't about the screen size or keyboard or
location or use. Rather, the ecosystem of ARM, iOS and Android, with 10x
the scale of ‘Wintel’, will become the new centre of gravity throughout
computing. This means that ‘mobile’ devices will take over more and more of
what we use ‘PCs’ for, gaining larger screens and keyboards, sometimes, and
more and more powerful software, all driven by the irresistible force of a
much larger ecosystem, which will suck in all of the investment and
innovation. 

Mobile, ecosystems and the death of PCs

 

4: The future of productivity

Will you always need a mouse and keyboard and Excel or Powerpoint for ‘real
work’? Probably not - those will linger on for a long time for tens of
millions of core users, but not the other billions - computing and
productivity has changed radically before and will change again. Big
screens will last, for some, and maybe keyboards, for some, but all the
software will change. It will move to the cloud, and onto mobile devices
(with large or small screens), and be reshaped by them. The core question -
is typing, or making presentations, actually your job, or just a tool you
use to get your actual job done? What matters is the connective tissue of a
company - the verbs that move things along. Those can be done in new ways. 

Office, messaging and verbs

Podcast: Slack

Tablets, PCs and Office

 

5: Microsoft's capitulation

Microsoft missed the shift to the new platform. Xbox is non-core, Windows
Mobile is on life support, Windows 10 is a good prop for the legacy
business that can slow but not prevent this change, and Satya Nadella has
explicitly stated that the decades-old strategy of ‘Windows Everywhere’ -
of trying to be the universal platform - is over. That doesn’t remotely
mean that Microsoft is dead, but it has to work out how to use the cash and
market position of the legacy monopolies to help it build new businesses.
That’s a big change from the past, where everything was about building
Windows and Office. But it’s not quite clear what those new businesses will
look like - Microsoft has to try to reinvent the connective tissue of the
enterprise. 

Microsoft, capitulation and the end of Windows Everywhere

 

6: Apple & Google both won, but it’s complicated

The mobile generation is unusual in that we seem to have two winners - both
Apple and Google won, in different ways. Conventionally, the bigger
ecosystem wins and sucks all activity into its orbit, but Apple’s ecosystem
has perhaps 800m active users, far larger than in previous generations, and
has perhaps half of global mobile browsing and two thirds or more of app
store revenue (a good proxy for overall economic activity). Android has
more users but Apple has more of the ‘best’ users (from a developers’
perspective). 

Indeed, one can also ask whether Google rather than Apple has a problem -
Google’s existential need is reach, and both iOS and Android give it reach,
but the reach it has on iOS is limited by what Apple will allow. And less
than a quarter of iPhone users have bothered to install Google Maps. 
Conversely, Apple’s weakness in cloud services and AI may end up becoming
an equivalent strategic problem over time. 

Ecosystem Maths

How many ecosystems?

What does Google need in mobile?

 

7: Search and discovery

The internet makes it possible to get anything you've ever heard of but
also makes it impossible to have heard of everything. It allows anyone to
be heard, but how do people hear of you? We started with browsing, and that
didn’t scale to the internet, and then we moved to search, but search can
only give you what you already knew you wanted. In the past, print and
retail showed us what there was but also gave us a filter - now both the
filter and the demand generation are gone. So, who has the traffic, and
where do they send it? How do AI, or discovery, or the platforms themselves
fit into this?  How much curation, and where? How do you get users?

Search, discovery and marketing

Google Now, Maps and Apple Music

Platforms, distribution and audience

Bay Area problems

Mobile is not a neutral platform

 

8: Apps and the web

There's an involved, technical and (for people like me) fascinating
conversation in tech about smartphone apps and the web - what can each do,
how discovery works, how they interplay, what Google plans with Chrome,
whether the web will take over as the dominant form and so on. But for an
actual brand, developer or publisher wondering if they should do an app or
a website, the calculation is much simpler and less technical: ‘Do people
want to put your icon on their home screen?’ 

Apps versus the web

 

9: Post Netscape, post PageRank, looking for the next run-time

For 15 years the internet was a monolith: web browser + mouse + keyboard.
There were other options, but for most normal consumers the web and the
internet were practically the same thing. The smartphone broke that apart,
but we haven’t settled on a new model. Competition between Apple and
Google, with Facebook trying to butt in, plus all the unrealised
possibilities of a new medium, means the interaction models of mobile keep
changing. Really, we’re looking for a new run-time - a new way, after the
web and native apps, to build services. That might be Siri or Now or
messaging or maps or notifications or something else again. But the
underlying aim is to construct a new search and discovery model - a new
way, different to the web or app stores, to get users.  

Apps versus the web

App unbundling, search and discovery

Mobile is not a neutral platform

 

10: Messaging as a platform, and a way to get customers. 

A big part of this hunt for a new runtime, and a new discovery layer, is
messaging. Facebook almost built this on the desktop and WeChat has managed
to build it on mobile in China. By turning messaging into a development
environment, you create an alternative to the web or the app store, but
without the binary installation problem of apps (‘is it installed or not?’)
and with your own new discovery and user acquisition platform. An important
strand of this is unbundling services - you unbundle content from apps into
messaging (or notifications) and you also unbundle messages from websites
(via email or apps) into your messaging platform, turning it into the new
connective tissue of your phone. At least, that’s the idea. 

Facebook and a few others want to do this outside China, but haven’t
managed yet (and building layers onto the OS is tough for anyone other than
the OS owner), and Apple and Google are also pondering how to take this
forward. 

Messaging and mobile platforms

Podcast: messaging and mobile platforms

WhatsApp sails past SMS, but where does messaging go next?

See also this primer on WeChat from my colleague Connie Chan

 

11: The unclear future of Android and the OEM world

Android won the handset market outside of Apple, but it’s not quite clear
what that means. Attempts to make a straight ‘fork’ of Android (e.g. Kindle
Fire) fail on lack of access to Google’s services, but that doesn’t mean
no-one can create a mostly non-Google experience - this is what Xiaomi and
its imitators are doing and why Cyanogen is enabling as well.  And this
matters, because the OS, more and more, is a route to discovery of services
- if you control the OS you can shape what people do, far more than you
could on the desktop web.. 

Amazon and Android forks

Why do we care about Xiaomi?

Android taxonomies

 

12: Internet of Things

Our grandparents could have told you how many electric motors they owned -
there was one in the car, one in the fridge and so on, and they owned maybe
a dozen. In the same way, we know roughly how many devices we own with a
network connection, and, again, our children won’t. Many of those uses
cases will seem silly to us, just as our grandparents would laugh at the
idea of a button to lower a car window, but the sheer range and cheapness
of sensors and components, mostly coming out of the smartphone supply
chain, will make them ubiquitous and invisible - we’ll forget about them
just as we’ve forgotten about electric motors. 

This means, I think, that talk of standards for IoT misses the point -
‘connected to a network’ is no more a category’ than ‘contains a motor’,
and there will be many different platforms and standards. More important is
the fact that, especially in the enterprise, this explosion in sensors
means an explosion in data - we’ll know far more about far more, and that
allows fundamental system redesign. 

The internet of things

The home and the mobile supply chain

The industrial internet

 

13: Cars

The move to electric and the move (if and when) to autonomous, self-driving
cars fundamentally change what a car is, but also what the whole automotive
system might look like. Electricity changes the mechanical complexity of
cars and hence changes who might build them and what they might look like.
Autonomy and on-demand services change who buys them, meaning the buying
criteria will be different. But they could also change the urban landscape
just as much as cars themselves did - what do mass-market retail or
restaurants look like if no-one needs to park?

Ways to think about cars

Podcast: ways to think about cars

 

14: TV and the living room

The tech industry spent a quarter-century trying to get to the TV set to
take it online - that was going to be the mass-market computer. Now it
looks like this might finally be happening, but it’s almost a side-show -
Microsoft declares Xbox is no longer a strategic asset, TVs are accessories
to the smartphone, and it’s the smartphone, not the TV or PC, that
delivered the computing revolution and took computing into the living
room. 

TV, mobile and the living room

Notes on TV

 

15: Watches

Watches are maybe the most puzzling satellite in the smartphone solar
system. In theory they should be everything - the aim of every scifi
fantasy - yet today it’s easy to dismiss them as pointless toys. To me,
they’re an accessory - a useful and pleasing adjunct to your smartphone,
but they’re still very early. 

How is the Apple Watch doing? 

Why is Apple making a gold watch?

Ways to think about watches

 

16: Finally, we are not our users

The future is unevenly distributed, but so is understanding and interest in
it. In the tech industry we’re comfortable living with the latest things
and presume that everyone else does. But really, these services are
accessories and enablers of people’s lives, and they look at them
differently for what they can do for them. So most iPhone users don’t use
Google Maps, most people don’t use a calendar at all, and audio cassettes
are making a comeback, as normal people take ownership of the tech in their
lives and shape it to their needs. 


Via Eric_Determined / Eric Silverstein
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Tony Guzman's curator insight, December 31, 2015 11:08 AM

This is a good article sharing the author's take on where we are today in mobile technology. Agree or disagree?

Farid Mheir's curator insight, January 6, 9:36 AM

No surprise but great list of reference reading for the new year.

Russell R. Roberts, Jr.'s curator insight, January 16, 12:54 AM

Thanks to reporter Farid Mheir for this stimulating article.  Mobile technology is the big thing in business marketing in 2016.  Here's a good list of topics to bring you up to date on how digital media is changing business, technology, and marketing.  Lots of good stuff here.  Aloha, Russ.

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10 Digital Transformation Predictions for 2016

10 Digital Transformation Predictions for 2016 | Designing  service | Scoop.it
Does your CEO have a bold goal for 2016? Does the goal include the word ‘digital’ or ‘transformation’ in the description? Well, if so, they’re not alone in their quest for a superior IT-­enabled compe

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, December 9, 2015 8:34 PM

“Digital transformation is not just a technology trend, it is at the center of business strategies across all industry segments and markets.


Enabled by the 3rd Platform technologies of social, mobile, analytics, and cloud, digital transformation represents an opportunity for companies to redefine their customers’ experience and achieve new levels of enterprise productivity", said Bob Parker, research vice president at IDC


Look no further than GE to validate that transformation. Looking to become the world's premier digital industrial company.

Hervé BEBIN's curator insight, December 10, 2015 1:34 AM
Une offre en mouvement (rachat, repositionnement) sur un marché en croissance. A lire avec recul comme toutes les prédictions.
Raihan alhusain's curator insight, December 10, 2015 6:43 AM

Great #Post #DigitalMarketing 0 Digital Transformation Predictions for 2016

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Digital Marketing Predictions for 2016

Digital Marketing Predictions for 2016 | Designing  service | Scoop.it
When your audience is able to see you, hear you, and connect with your message they form a sense of trust with your brand at a faster rate.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, November 28, 2015 3:11 AM

13 Digital Marketing Experts share their views on where you should focus your resources and attention for 2016.


One area clearly represented: Video


 Sue B Zimmerman clearly defines the advantage: "When your audience is able to see you, hear you, and connect with your message, they form a sense of trust with your brand at a faster rate".


Make sure you have a clear strategy, and develop content that fits the format and platform your customers will expect.


I like Ian Cleary's focus: PRISM


P for People

R for Relationship

I for Inbound

S for Subscribers & Social targeting

M for Monetization


What other trends are you anticipating for 2016?

When your audience is able to see you, hear you, and connect with your message they form a sense of trust with your brand at a faster rate. - See more at: http://www.socialmediatoday.com/social-business/13-digital-marketing-experts-make-bold-predictions-2016#sthash.V7kfdxmv.dpuf
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New Cambridge University study highlights six models for transformational change

New Cambridge University study highlights six models for transformational change | Designing  service | Scoop.it

Change remains one of the hardest things for any organization to achieve, and the studies documenting successful change over the years have reported a remarkably stable success rate that leans towards the dismal end of the scale.


Via Pantelis Chiotellis
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The 'Always-On' Consumer - infographic

The 'Always-On' Consumer - infographic | Designing  service | Scoop.it
This info-graphic from The Cube explains how consumers are changing, how companies need to communicate with them, and identifies the key demands that need to be considered when interacting with the 'Always-On' consumer.

Via Eric_Determined / Eric Silverstein
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Amarens Schuurmans's curator insight, September 24, 2015 4:49 AM

Zijn de vijf behoeften van de 'always-on' klant eigenlijk niet gewoon de behoefte van een klant ...? De excellente bedrijven van nu zijn degenen die altijd op deze behoeften inspelen en hebben gespeeld. Tenslotte zou je klant altijd het centrum van je commerciële #focus moeten zijn. Dus zijn klanten echt veranderd?

Ennio Favarato's curator insight, September 25, 2015 3:42 AM

Le 5 regole auree per comunicare con i consumatori.

Christian Bartosik's curator insight, September 25, 2015 10:33 AM

1) Recognize Me

2) Treat me as an individual

3) Make it easy for me

4) Anticipate my needs

5) Give me a voice

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Consumer Relevance is The Key to Customer Experience

Consumer Relevance is The Key to Customer Experience | Designing  service | Scoop.it
Consumer Relevance is The Key to Customer Experience.

Via Eric_Determined / Eric Silverstein
Fred Zimny's insight:

"In the age of engagement, the client is demanding more than ever before: “Always on, always now!” - do you agree?

 

Ben at Informatica shares factors that impact tomorrow's customer experience:


1. Issue of the informed purchase #journey:  When does the customer have enough information to buy?


2. Turning Big #Data Relationships into business value for decision making and customer segmentation for relevant merchandizing


3. Store fulfillment & in-store experience will become a big investment area.


4. The #mobile conversion: Revenue spend on mobile is growing.


"If you read corporate mission statements and annual reports, you’ll see many claims to place the customer in the center. When delivering seamless, integrated, consistent #customer #experiences across channels and touch points is one of your top priorities, every customer interaction counts.


However, if you don’t know exactly who your customers are, you cannot begin to deliver the types of experiences that retain existing customers, grow customer #relationships, grow customer spend, and attract new customers.


The brands and retailers that focus on becoming data ready will be poised to win, by offering the right products, to the right customers at the right time."



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Eric_Determined / Eric Silverstein's curator insight, August 5, 2015 7:48 PM

"In the age of engagement, the client is demanding more than ever before: “Always on, always now!” - do you agree?

 

Ben at Informatica shares factors that impact tomorrow's customer experience:


1. Issue of the informed purchase #journey:  When does the customer have enough information to buy?


2. Turning Big #Data Relationships into business value for decision making and customer segmentation for relevant merchandizing


3. Store fulfillment & in-store experience will become a big investment area.


4. The #mobile conversion: Revenue spend on mobile is growing.


"If you read corporate mission statements and annual reports, you’ll see many claims to place the customer in the center. When delivering seamless, integrated, consistent #customer #experiences across channels and touch points is one of your top priorities, every customer interaction counts.


However, if you don’t know exactly who your customers are, you cannot begin to deliver the types of experiences that retain existing customers, grow customer #relationships, grow customer spend, and attract new customers.


The brands and retailers that focus on becoming data ready will be poised to win, by offering the right products, to the right customers at the right time."



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Making Companies Competitive By Expanding Design’s Role

Making Companies Competitive By Expanding Design's Role - UX Advantage - Medium
It’s miserable to be sitting at an airport gate, hearing that the airline has cancelled the very flight you were hoping …

Via Mario K. Sakata
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