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Designing design thinking driven operations
I blog about strategic and tactical service design and management.

Trying to explore how service design practices develop.

With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.

I also aim to support senior managers and professionals to reflect and improve their practices.
Curated by Fred Zimny
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Designing design thinking driven operations

Designing design thinking driven operations | Designing design thinking driven operations | Scoop.it

 

 

Customer experience, customer service, design thinking, service design, service management

 

Mail me: fjg.zimny@serve4impact.com

  

Follow me on twitter: @FredZimny

 

Connect with me on linkedin http://www.linkedin.com/in/fredzimny

  

Even more good stuff at http://serve4impact.com 

 

 

 

 



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Harvard i-lab | A VIP Team Profile: ArtLifting - a social enterprise that inspires

ArtLifting is a social enterprise that inspires people around the world by helping disadvantaged individuals celebrate their strengths. Learn more about ArtL...
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Modern ERP is Essential to Better Customer Experience – Infographic

Modern ERP is Essential to Better Customer Experience – Infographic | Designing design thinking driven operations | Scoop.it
Perceptions of customer experience and service offered differ from customers to sellers.
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Social innovation impact: the truth about indicators - Social Innovation Generation

Social innovation impact: the truth about indicators - Social Innovation Generation | Designing design thinking driven operations | Scoop.it
This fall, the Quebec Social Innovation Network (RQIS) will launch a new publication on social innovation indicators.
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A few tips on Designing Your Customer Experience


Via Rosetta Carrington Lue
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25 KPIs Every Manager Needs To Know

Key Performance Indicators (KPIs) should be used to understand performance and drive better decision-making. However, most companies struggle to find the vital…
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SoundBite: Single biggest technology issue facing companies today - YouTube

It’s time to stop wasting money and start your company’s digital transformation. Christopher Vollmer, Managing Director of Strategy& Digital Services, explai...
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Contact centres are the driving factor shaping customer experience - CallCentre.co.uk

Contact centres are the driving factor shaping customer experience - CallCentre.co.uk | Designing design thinking driven operations | Scoop.it
Driven by growing omni-channel interactions with their customers, demand for new channels is redefining the call centre into the contact centre.
Fred Zimny's insight:
Not quite sure
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Revisiting Customer Experience vs. Operational Efficiency in Social Customer Care

Revisiting Customer Experience vs. Operational Efficiency in Social Customer Care | Designing design thinking driven operations | Scoop.it
In customer engagement, some managers and departments favor the customer experience, while others lean toward operational efficiency.
Fred Zimny's insight:
Not quite sure about the axes
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BUSINESS DESIGN AND SOME DRINKS – We hosted Service Design Drinks at the Helsinki Design Studio

BUSINESS DESIGN AND SOME DRINKS – We hosted Service Design Drinks at the Helsinki Design Studio | Designing design thinking driven operations | Scoop.it
During the Web 2.0 era the prevailing approach in digital services has been to “focus on the user and all else will follow”.
Fred Zimny's insight:
a perfect fit
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A Service Designer’s Perspective

A Service Designer’s Perspective | Designing design thinking driven operations | Scoop.it
Arne van Oosterom, Partner at DesignThinkers in Amsterdam and was a past guest on the Busines901 Podcast .
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We Are the New Design Thinkers!

We Are the New Design Thinkers! | Designing design thinking driven operations | Scoop.it
“How many of you consider yourselves as design thinkers?” asked our guest lecturer Gijs van Wulfen (Innovation Consultant and founder of FORTH Innovation method) when our SID 2014 group started the...
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Using design thinking to connect the physical and digital at the Rijksmuseum: an interview with Shailoh Philips

Using design thinking to connect the physical and digital at the Rijksmuseum: an interview with Shailoh Philips | Designing design thinking driven operations | Scoop.it
Last week I had the honor of interviewing Shailoh Philips, who worked for the last two years setting up the Media Lab at the Rijksmuseum in Amsterdam, about a project titled Augmenting Masterpieces...
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Forget Social Networks, Think Social Impact | Celine Schillinger | TEDxBedminster - YouTube

This talk was given at a local TEDx event, produced independently of the TED Conferences. Here is an inspiring story of an actual, positive transformation po...

Fred Zimny's insight:

True, it is about impact

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Holly Payne: Technology of the Heart - Authors@Google - YouTube

Author Holly Lynn Payne explores the fascinating information centers in the heart and how they can be utilized to optimize communication (and even create magic) in the workplace and beyond. She draws from her recent book, Damascena: a story that demonstrates the power of the ancient practices that first identified the technology of the heart.
Fred Zimny's insight:

Maybe not what you expect, but give it your heart and full attention

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How to Use big data to make better pricing decisions | McKinsey & Company

How to Use big data to make better pricing decisions | McKinsey & Company | Designing design thinking driven operations | Scoop.it
Harnessing the flood of data available from customer interactions allows companies to price appropriately—and reap the rewards. A McKinsey & Company article.
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Why it's time to retire the concept of generations

Why it's time to retire the concept of generations | Designing design thinking driven operations | Scoop.it
For marketers, labeling a target market as "millennials" or "boomers" makes as much sense as grouping all the Capricorns together and targeting them.
Fred Zimny's insight:

True, generations is always generalization

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CUBI: A User Experience Model for Project Success

CUBI: A User Experience Model for Project Success | Designing design thinking driven operations | Scoop.it

We all want to be a part of compelling creative projects—projects that solve business problems and engage users through meaningful and valuable experiences. However, given tight budgets and timelines it's challenging to create genuinely innovative design, identify gaps in the process, and consider the variety of factors for effective user experience.


Via Mario K. Sakata
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What strategists need: A meeting of the minds | McKinsey & Company

What strategists need: A meeting of the minds | McKinsey & Company | Designing design thinking driven operations | Scoop.it
A unique gathering of strategists from academia, leading companies, and McKinsey debates the state of the discipline, with an emphasis on opportunities for innovation in a changing world. A McKinsey Quarterly article.
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SDL's CMO on data-driven decisions, marketing and IT, and customer experience - Chief Marketing Technologist

SDL's CMO on data-driven decisions, marketing and IT, and customer experience - Chief Marketing Technologist | Designing design thinking driven operations | Scoop.it
In today’s Q&A, I had the privilege of hearing from Paige O’Neill, the CMO of SDL, one of the top providers of customer experience management (CXM) software.
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Seven disruptive trends that will kill the 'dinosaurs of retail'

Seven disruptive trends that will kill the 'dinosaurs of retail' | Designing design thinking driven operations | Scoop.it
Retail evolution is speeding up, and it waits for no one.
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Execs Still Don't Get Customer Experience

Execs Still Don't Get Customer Experience | Designing design thinking driven operations | Scoop.it
Many executives are interested in improving and understanding customer experience. But if they've skipped this critical step, they still don't get it.
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Winning the Customer Experience Race - Infographic - Accenture

Winning the Customer Experience Race - Infographic - Accenture | Designing design thinking driven operations | Scoop.it
Discover Accenture CX assessment and implementation services.
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Watch Erik Spiekermann's "Type Is Visible Language" talk

Watch Erik Spiekermann's "Type Is Visible Language" talk | Designing design thinking driven operations | Scoop.it
The web is more type than anything. We might as well get it right [...]
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Neuromarketing--You're Doing It Wrong. Look For Human Insights, Not Magic Tactics

Neuromarketing--You're Doing It Wrong. Look For Human Insights, Not Magic Tactics | Designing design thinking driven operations | Scoop.it
Neuromarketing--You're Doing It Wrong. Look For Human Insights, Not Magic Tactics: In the neuro gold...
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Contemporization of UX - Importance of design in mobility !

Modernization of UX with respect to advanced screen sizes : responsive design and importance of logo design.
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