Why understanding baby #boomers, #GenX and #GenY holds the key to smart 21st century customer service leadership http://t.co/zqsBtvg8...
Photocredit: 500px / Photo “Reading” by Ilya Butorine
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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.
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Fred Zimny
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How to design a mix of formal and informal factors to advance your company’s strategy. Delete the scoop?
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CIOs need to start thinking how to integrate big data into their customer relationship management (CRM) systems, says technology analyst (Gartner: Big data will transform customer relationship management... Delete the scoop?
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It's time for the annual IBM State of the State of Marketing, that time of the year when IBM reveals the results of its global survey of marketers. And it's no mere coincidence that this year's res... Delete the scoop?
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The world’s largest chip maker wants to see a new kind of economy bloom around personal data. Via Pierre Levy, Edward Chenard 
Renato P. dos Santos's curator insight,
Today, 12:32 PM
Intel lança iniciativa p/ q as pessoas se beneficiem financeiramente de seus dados. A maior parte dos app não funciona sem acesso aos dados pessoais de localização, etc. As empresas possuem nossos dados e aceitamos isso em troca do material grátis, personalizações e outras conveniências que obtemos em troca. Mas não há realmente (ainda?) uma "economia de dados", apenas lucro das empresas. Será que o Big Data vai acabar em nossas mãos individuais? Delete the scoop?
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This peer-reviewed publication is dedicated Via Rosário Durão Delete the scoop?
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This month's cartoons and caption contest from Harvard Business Review. Delete the scoop?
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We are looking for in-house service designers! Delete the scoop?
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Forget spreadsheets, swot analysis and risk management, the latest topic on the business school agenda is happiness. Those academics who research the topic prefer to classify it a bit differently, however. Delete the scoop?
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Conversion Centered Design is a discipline targeted at designing experiences that achieve a single goal - using persuasive design & psychological triggers. Delete the scoop?
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Introspection is out, and outrospection is in. Philosopher and author Roman Krznaric explains how we can help drive social change by stepping outside ourselv... Delete the scoop?
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Managers need to keep up with what social media is becoming and how to use it. (New on our blog from @profkane: What Is Social Media, Anyway? Delete the scoop?
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You'd think that when retailers enhance their online shopping options, the goal would be increased online sales. Not so with Target, Gap and Rite Aid — which are adding new online tools with the hopes of boosting in-store sales. Via The Mann Group Delete the scoop?
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Fred Zimny's insight:
Buy it by May 31 and take 25% off! Enter code DFCPUBNOT when purchasing directly from Rosenfeld Media. Delete the scoop?
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This test can help you better target your ad investments. (#howinteresting #crm How to Assess an Ad's Creativity - This test can help you better target your ad investments. Delete the scoop?
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Design Thinking 101. (RT @Bhooshan: What is Design Thinking? http://t.co/EmWz92GmZF) Delete the scoop?
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RT @forrester: Workforce experience and customer service. @SimonYates says they're two sides of the same coin. #ForrForum http://t.co/aCSXIn9fl8 Delete the scoop?
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At its first Smarter Commerce Global Summit this week in San Diego, CA, IBM is announcing new software and services that address a broad spectrum of enterprise commerce activities -- new ways to buy, sell and secure greater customer loyalty in the... Via janlgordon 
janlgordon's curator insight,
Today, 1:01 PM
This "picture story" by Smartplanet shows you the customer's journey in today's world. The how and why of Smarter Commerce. Here are a few highlights: Today's customers - whether individuals or businesses - are smarter, better connected and more empowered than ever before They want to do business with companies on their own terms, when, where and how they choose using mobile devices. Through social networks and via new digital venues. They're getting more intelligent so that vast amounts of customer data can be analyzed and turned into real value in real time I'll let the picture do the rest of the talking........ Selected by Jan Gordon for Curatti coverinng Curation, Social Business and Beyond. See article here: http://ibm.co/10MqlTe 
John van den Brink's curator insight,
Today, 2:20 PM
Great "picture story" and insight via Jan Gordon Delete the scoop?
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Re-create the in-store customer experience online Utalkmarketing Consumers head in-store for a product/service paired with a high quality environment and personal service from a brand they know is listening and responding to their needs – to... Delete the scoop?
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"Volunteer for the garbage," and other tips from HBR authors. (The Graduation Advice We Wish We'd Been Given http://t.co/00TLAhUGF4) Delete the scoop?
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Are your designers problem solvers, or more artists? Check out this post and you'll get the gist. Delete the scoop?
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How to design a mix of formal and informal factors to advance your company’s strategy. Delete the scoop?
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Looking for a compelling inbound marketing stat? You can rely on this blog post for that. Delete the scoop?
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How to get the most value from the investment. http://t.co/LlaUj4BQZy) Delete the scoop?
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When I step on stage to speak, I get 8 seconds before the listener decides how to categorize me: worth attention, or time to check my mobile email What are your first words? When I meet someone at ... Delete the scoop?
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Tim Brown, CEO and President of IDEO discusses design, innovation, and the future of entrepreneurship. Via Tania Kowritski Delete the scoop?
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