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Forrester’s Customer Experience Forum 2012 | Turn Up The Silence

Forrester’s Customer Experience Forum 2012 | Turn Up The Silence | Designing design thinking driven operations | Scoop.it
A digital platform for iPerceptions employees to voice personal thoughts and opinions about web analytics, online research, and much, much more...
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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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Big Data Advances in Customer Experience Management

Big Data Advances in Customer Experience Management | Designing design thinking driven operations | Scoop.it
I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their Customer Experience Management programs.  This talk was part of a...
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Clement Teo's Blog

Clement Teo's Blog | Designing design thinking driven operations | Scoop.it
I had the pleasure of conducting a Digital Maturity Assessment workshop with a colleague from Forrester Consulting for about 20 companies in Sydney recently.
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Why Design Education Matters - Metropolis Magazine - October 2014

Why Design Education Matters - Metropolis Magazine - October 2014 | Designing design thinking driven operations | Scoop.it
News, Information and Reviews for the design community
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The Fantastic Four of Digital Marketing

The Fantastic Four of Digital Marketing | Designing design thinking driven operations | Scoop.it
The digital marketing landscape can seem like a morass of noise and confusion.
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Twitter in the Internet of Things

Twitter Flight 2014 Lightning Theatre - how projects use Twitter to connect to the Internet of Things
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Digital Strategy Toolbox 2014

Pay With A Tweet Link - http://goo.gl/YC11KA Link to Crash Course in Digital Strategy course on Skillshare - http://skl.sh/1gN9yt8
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Oliver Durrer's curator insight, October 23, 8:27 AM

An excellent Digital Strategy is a key ingredient for sustainable success today and increasingly important tomorrow. The beauty of the digital world is its low cost and global reach. There are some key elements to make sure you nail in your digital strategy to make it work for your business.

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Great Experience 2014 Interview - Niclas Andersson - Veryday - Service Design

Niclas Andersson is VP Marketing & Business Development for Veryday, one of the top-ranking service design consultancies in the world. Listen to this intervi...
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Balancing Our Digital Diets | Judy Estrin | TEDxOrangeCoast - YouTube

Judy Estrin shares with us masterfully how we need to take care of ...

Fred Zimny's insight:

It was, is, and will always be balanced

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Engagement Marketing: Winning in the Digital Age - Robin Bordoli

Robin Bordoli, GM of Consumer Marketing for Marketo, discusses how the key to winning in this digital age is through engagement marketing and shares the amazin…
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Gartner Says Advanced Analytics Is a Top Business Priority

Gartner Says Advanced Analytics Is a Top Business Priority | Designing design thinking driven operations | Scoop.it
Gartner, Inc. today said advanced analytics is a top business priority, fuelled by the need to make advanced analysis accessible to more users and broaden the insight into the business.
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The Right Way To Grow Your Business

The Right Way To Grow Your Business | Designing design thinking driven operations | Scoop.it
Success in business comes down to two things: The strength of your plan or strategy and your ability to execute it. Everything else is window dressing.

Via Ken Cooper
Fred Zimny's insight:

It is all about ambition and execution

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yConsumer Perspectives On Healthcare Reform, One Year Later

Consumer Perspectives on Healthcare Reform, One Year Later Anjali Lai, Community Manager Kristopher Arcand, Community Manager October 24, 2014
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Outside-In Customer Experience Is The Best Offensive Strategy - Forbes

Outside-In Customer Experience Is The Best Offensive Strategy - Forbes | Designing design thinking driven operations | Scoop.it
Designing business processes from the outside-in, from the customers’ perspective, not only simplifies the customer’s journey but helps brands stay nimble. It's an offensive strategy play.
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SDTO and IxDA present: Understanding the Value of Service Design

SDTO and IxDA present: Understanding the Value of Service Design | Designing design thinking driven operations | Scoop.it
IxDA Toronto and Service Design Toronto will co-host a panel discussion on the value of service design, from both a client and practitioner perspective.  While disciplines like interaction design, graphic design and industrial design are much...
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Achieving Success in the ‘Age of the Consumer’ (Infographic)

Achieving Success in the ‘Age of the Consumer’ (Infographic) | Designing design thinking driven operations | Scoop.it
Today, with instant access to real-time pricing, reviews, product details and an array of other information, shoppers are empowered with unprecedented control of their retail experience.
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Rethinking Segmentation for the New Digital Consumer

Rethinking Segmentation for the New Digital Consumer | Designing design thinking driven operations | Scoop.it
As more products expose user preferences for sharing data, this may be a good time for companies to re-think how they segment their digital consumers.
Fred Zimny's insight:

Also thinking about employees and other shareholders

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New Study Shows Most Companies are Leveraging VoC… Is Yours? | Touchpoint Dashboard

New Study Shows Most Companies are Leveraging VoC… Is Yours? | Touchpoint Dashboard | Designing design thinking driven operations | Scoop.it
New Study Shows Most Companies are Leveraging #VoC… Is Yours? | Touchpoint Dashboard http://t.co/q7IPeIRDJt #journeymap
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Stanford Seminar - Tina Seelig of Stanford University - YouTube

-Tina Seelig, Stanford University In this seminar, entrepreneurial leaders share lessons from real-world experiences across entrepreneurial settings. Speaker...
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The Waiting Game: The Psychology of Time and its Effects on Service Design

The Waiting Game: The Psychology of Time and its Effects on Service Design | Designing design thinking driven operations | Scoop.it
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RSA Replay: City Growth Commission: Final Report Launch - YouTube

How can cities play a more significant role in our political economy, creating greater, more inclusive and sustainable growth in the UK? The final report of ...
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SAPVoice: Why You Shouldn't Have "Innovation" in Your Job Title

SAPVoice: Why You Shouldn't Have "Innovation" in Your Job Title | Designing design thinking driven operations | Scoop.it

A couple of years ago, I had the opportunity to setup a nimble team of super-talented folks to help our customers rethink and solve some of their biggest business challenges...


Via Ken Cooper
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McKinsey Digital Labs Presents Canvas - YouTube

McKinsey Digital Labs builds applications that let you execute your strategy day-to-day and transform your insights into impact. Our Canvas tool helps you vi...
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Customer Experience Management Defined

Customer Experience Management Defined | Designing design thinking driven operations | Scoop.it
I would like to provide my definition of customer experience management. Before I do, I would like to talk about my understanding of the field as I see it. Customer Loyalty is our Ultimate Criterio...
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What is customer experience and how do you measure it? - Econsultancy (blog)

What is customer experience and how do you measure it? - Econsultancy (blog) | Designing design thinking driven operations | Scoop.it
Can you even measure it? Taken at face value, customer experience (CX) seems like a rather intangible term, one that you'd think could only be referred to anecdotally.

Via beyondthearc
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KPMG survey finds disruptive technologies will rock 2017 – by Tim KayKPMG

KPMG survey finds disruptive technologies will rock 2017 – by Tim KayKPMG | Designing design thinking driven operations | Scoop.it
By 2017, 3D printing, Internet of Things (IoT) and biotech/healthcare IT will be having a huge impact on the way we work and live, according to recently published research from KPMG in the US (RC), and this is great news for tech start-ups.
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