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Designing design thinking driven operations
I blog about strategic and tactical service design and management.<br><br>Trying to explore how service design practices develop.<br><br>With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.<br><br>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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Fjord Trends – 2014

Fjord Trends – 2014 | Designing design thinking driven operations | Scoop.it
Fjord's 2014 Trends are our collective thoughts around the key trends that will impact businesses and society in the year to come.
Fred Zimny's insight:

For me a classic

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Employees are as or More Important Than Customers: Why Ignoring Employee Engagement Hurts Business - Brian Solis

Employees are as or More Important Than Customers: Why Ignoring Employee Engagement Hurts Business - Brian Solis | Designing design thinking driven operations | Scoop.it

Via Nathalie Soeteman
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Mobility-as-a-service: Turning transportation into a software industry

Mobility-as-a-service: Turning transportation into a software industry | Designing design thinking driven operations | Scoop.it
GUEST:It’s the future. You have just bought your first fully autonomous car and let it drive you to work this morning. It was a little scary at first, but you forgot about the lack of a driver quickly, and now you are at your office.
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Gartner Announces Digital Marketing Conference 2015

Gartner Announces Digital Marketing Conference 2015 | Designing design thinking driven operations | Scoop.it
A recent Gartner survey revealed that Digital Marketing budgets will increase by eight percent in 2015 and much of that investment will be focused on enhancing the customer experience.
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How to Implement Customer Experience as an Organizational Value

How to Implement Customer Experience as an Organizational Value | Designing design thinking driven operations | Scoop.it

CX professionals need to work successfully across many business units within an organization.


Via Mario K. Sakata
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The Digital Focus & Importance of Design Thinking at Capital One | Wharton FinTech

The Digital Focus & Importance of Design Thinking at Capital One | Wharton FinTech | Designing design thinking driven operations | Scoop.it
RT @CareyElise: Check out my blog post on innovation and design thinking in financial services http://t.co/PtCtgJox4K @whartonfintech @Whar…
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Paula King, Ph.D.'s curator insight, Today, 4:10 PM

Watch for a proliferation of articles regarding applied design thinking.

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Design Thinking process Infographics

Design Thinking process Infographics | Designing design thinking driven operations | Scoop.it
Design thinking model

Via Laila Bröcker
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DesignThinking Book Sales by Country - Pulse

DesignThinking Book Sales by Country - Pulse | Designing design thinking driven operations | Scoop.it
We used Book Sales as a proxy for interest in Design ThinkingAs the year ends it is time to recap. It has been a great year because one of my favourite iBooks* quietly climbed the ranks for the search term: [Design Thinking].
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Service Experience Conference 2014 Video: A Service Design Odyssey | Experience Design at Hello Erik

Service Experience Conference 2014 Video: A Service Design Odyssey | Experience Design at Hello Erik | Designing design thinking driven operations | Scoop.it
My presentation from the Adaptive Path Service Design Conference 2014 is here and available for viewing!
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What do mobile shoppers really want? McKinsey & Company

What do mobile shoppers really want? McKinsey & Company | Designing design thinking driven operations | Scoop.it
What do mobile shoppers really want? Less than many retailers think. A McKinsey & Company article.
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Is your CRM data the elephant in the room? | Information Age

Is your CRM data the elephant in the room? | Information Age | Designing design thinking driven operations | Scoop.it
Neglecting the quality of data in CRM systems is a costly mistake

Via Jean-Michel Franco
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The ROI of Great Customer Service #infographic

The ROI of Great Customer Service #infographic | Designing design thinking driven operations | Scoop.it
Bad customer service doesn’t just leave customers with a negative impression of your brand, it can severely impact your bottom line. In fact, 55% of customers surveyed recently have abandoned an intended purchase or business transaction following a poor experience. Companies’ failure to provide seamless channel-to-channel interactions was a source of frustration for 58% of consumers, and frustrations can translate into lost revenue. Today’s digital consumers aren’t shy about making their preferences known. Demand for superior service is prompting many businesses to realize the importance of upgrading and modernizing the contact center experience by investing in new technology designed to improve interactions without requiring huge up-front investments, such as cloud-based contact center solutions.

Via Alama
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Just released in beta: Leadership playbook Why mobile and mobility is a behavior and not technology by Fred Zimny

Just released in beta: Leadership playbook Why mobile and mobility is a behavior and not technology by Fred Zimny | Designing design thinking driven operations | Scoop.it
Anyone interested in how mobile is changing the business world, your professional and personal life

Mobile is a behavior, not a technology
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Digital, CDO and the customer experience - 2014 CIO review - CIO UK

Digital, CDO and the customer experience - 2014 CIO review - CIO UK | Designing design thinking driven operations | Scoop.it
Does your organisation require a chief digital officer? As the number of CDO appointments increased in 2014 CIOs offered their opinions on the CDO role, and the responsibilities of the CIO in digital leadership and defining the customer experience.
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What is Design for Policy?

Design Council’s Ellie Runcie, the Cabinet Office's Head of Policy Lab, Dr. Andrea Siodmok, and Danish Design Centre CEO Christian Bason, share their thoughts on…

Via Laila Bröcker
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How Disruption Is Creating Opportunity in Higher Education

How Disruption Is Creating Opportunity in Higher Education | Designing design thinking driven operations | Scoop.it
Nunzio Quacquarelli, founder of higher education solutions firm QS, discusses the innovations that will shape the sector’s future.
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9 jobs robots could replace in 2015

9 jobs robots could replace in 2015 | Designing design thinking driven operations | Scoop.it
Your future coworker could be a robot.

Via Antonios Bouris
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Customer Experience Management with IBM Tealeaf | Blog

Customer Experience Management with IBM Tealeaf | Blog | Designing design thinking driven operations | Scoop.it
There was a time when businesses relied on their physical presence to attract customers and for daily productivity. Now it’s the era of digital advertising, o
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Customer focus & smart technologies - 2015's for the innovators

Customer focus & smart technologies - 2015's for the innovators | Designing design thinking driven operations | Scoop.it
Forward-thinking businesses will create strong competitive advantages in 2015 by using accessible smart technologies, which focus on the customer experience
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Customer Experience As Idea, Not Methodology Nor Technology

Customer Experience As Idea, Not Methodology Nor Technology | Designing design thinking driven operations | Scoop.it
As a thinker, I am struck by how rare original thinking is in the organisational world. As a thinker, I am struck by how little thinking – as in stopping and reflecting on that which is occurring a…

Via Christian Barbaray
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How Technology Is Taking a Byte Out of Customer Service

How Technology Is Taking a Byte Out of Customer Service | Designing design thinking driven operations | Scoop.it
I'm not sure when it happened, but I can assure you, I am not happy about it. As a guy that has owned a business for 30 years and been the primary employee (okay, the only employee), I have gotten the chance to put on many hats....
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The Rise Of The Smart Creative

The Rise Of The Smart Creative | Designing design thinking driven operations | Scoop.it
A Smart Creative is a perfect employee for the information age. Learn more about the type of employee that will be coming to your workplace soon.

Via Alexander Crépin
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Rona Lewis's curator insight, November 30, 6:26 PM

Are you a smart creative?

Paula King, Ph.D.'s curator insight, Today, 4:15 PM

Good article. 

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Roman Krznaric: Empathy Why It Matters & How to Get It Talks At Google

98% of people have the ability to empathize. But few of us use our full empathic potential.

Roman's new book is Empathy: Why it Matters & How to Get It - describes the six habits of highly empathic people, showing how empathy can be used to improve our relationships, boost our creativity and tackle social problems from everyday prejudice to violent conflicts.

Drawing on over 10 years of research, you will learn about human libraries, how babies can teach empathy, how our empathic brains work and discover the world’s first Empathy Museum.


Via Edwin Rutsch
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DesignX: A Future Path for Design

DesignX: A Future Path for Design | Designing design thinking driven operations | Scoop.it
(Written byThe DesignX Collaborative*)DesignX is a new, evidence-based approach for addressing many of the complex and serious problems facing the world today.
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Paula King, Ph.D.'s curator insight, Today, 4:20 PM

Long a proponent of design thinking for social innovation and large scale system change.  It's good to see articles that discuss this. 

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Forrester Research : Research : Getting Help With Customer Journey Maps

Forrester Research : Research : Getting Help With Customer Journey Maps | Designing design thinking driven operations | Scoop.it
New @Forrester Research: Getting Help With Customer Journey Maps http://t.co/Fuw3O5C8mG #journeymap #custexp #cem
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