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Make Agility Part of Your Process - Harvard Business Review

Make Agility Part of Your Process - Harvard Business Review | Designing  service | Scoop.it

Via David Hain
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Not only on the executive levvel, but also in operations. Imperative for service designers and service managers

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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,  just do it. You can follow this me on Facebook, Pinterest, Twitter and my blog via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so.
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Designing service?

Designing service? | Designing  service | Scoop.it
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…
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Five Pillars Of Digital Transformation: Evolve The Organization - How to be a leader in #service: #servicedesign and #designthinking

Five Pillars Of Digital Transformation: Evolve The Organization - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Corporate organizations exist to fulfill a simple purpose: To give an order to the functions and processes of a value chain and assign people to roles that enable it to grow and stay profitable. Digitization, as discussed in prior blogs, will transform corporate organizations in a profound way as well. Here are some aspects to consider when…
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Deloitte University Press global human capital trends 2017 Rewriting the rules for the digital age (infographic) - How to be a leader in #service: #servicedesign and #designthinking

Deloitte University Press global human capital trends 2017 Rewriting the rules for the digital age (infographic) - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Paradigm-shifting forces such as cognitive technologies and the open talent economy are reshaping the future workforce, driving many organizations to reconsider how they design jobs, organize work, and plan for future growth
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Abel Linares's curator insight, July 24, 3:46 AM
Cognitive technologies & #OpenTalent #Economy are reshaping how organize work
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Deloitte University Press global human capital trends 2017 Rewriting the rules for the digital age - How to be a leader in #service: #servicedesign and #designthinking

Deloitte University Press global human capital trends 2017 Rewriting the rules for the digital age - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Paradigm-shifting forces such as cognitive technologies and the open talent economy are reshaping the future workforce, driving many organizations to reconsider how they design jobs, organize work, and plan for future growth https://issuu.com/fredzimny/docs/dup_global-human-capital-trends_201
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THE REVOLUTION ISN’T JUST DIGITAL. IT’S HUMAN. - How to be a leader in #service: #servicedesign and #designthinking

THE REVOLUTION ISN’T JUST DIGITAL. IT’S HUMAN. - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Look beyond technology, and you’ll find that empowering people is where the impact of digital can be maximized for productivity, growth and revenue. Our research underscores just that — businesses that embark on the most successful digital journeys are those that focus on people-centric transformation spanning the complete cycle of automation, innovation and learning. And…
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3 Simple Productivity Tips from Google Employees - How to be a leader in #service: #servicedesign and #designthinking

3 Simple Productivity Tips from Google Employees - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
With so many different initiatives, it’s easy to imagine the typical Googler working crazy hours. However, I was surprised to find that plenty of employees are intentional about how they make the most of their time–and not only their “catch up on email” block of time on their calendar. If you spend enough time on…
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How Life long learning, Automation and AI Drive Tech Transformations - How to be a leader in #service: #servicedesign and #designthinking

How Life long learning, Automation and AI Drive Tech Transformations - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Unfinished Business 96% said achieving pervasive automation is essential to their company's digital transformation, but 75% said their organization has not automated all the tasks that should be automated. While nearly all IT and business decision-makers believe automation plays a critical role in ongoing digital transformation efforts, most admit that they haven't made enough progress…
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Reuters Digital news report 2017 (download possible) - How to be a leader in #service: #servicedesign and #designthinking

Reuters Digital news report 2017 (download possible) - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
The 2017 Digital News Report surveyed 70,000 people across 36 markets on five continents to provide new insights into our digital news consumption. This research is a reminder that the digital revolution is full of contradictions and exceptions. These differences are captured in individual country pages that can be found towards the end of the…
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Recommended Frank Palermo's A new frontier for #CRM: The internet of things - How to be a leader in #service: #servicedesign and #designthinking

Recommended Frank Palermo's A new frontier for #CRM: The internet of things - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Isn’t Customer Relationship Management technology supposed to be dead? Apparently it’s getting a lifeline from the Internet of Things. Gartner predicts “CRM will be at the heart of digital initiatives in coming years as enterprises look to create more targeted interactions in a multichannel environment.” The research firm has now added IoT as the fifth…
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Designing the Tech Function of the Future - How to be a leader in #service: #servicedesign and #designthinking

Designing the Tech Function of the Future - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
There is a strange dynamic at play at many traditional companies: technology is increasingly important, yet in many cases, the IT function is not involved in the development of the new, differentiating products and services aimed at ever more discerning and empowered customers. Because many IT departments lack the agility and the in-house expertise to…
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Queue Experiences that are Distinctive, Memorable and Shareable - How to be a leader in #service: #servicedesign and #designthinking

Queue Experiences that are Distinctive, Memorable and Shareable - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Customer service that’s quick, easy and convenient has been shown to boost customer satisfaction. So it’s an odd juxtaposition that customer queues have become a sharable customer experience. In our always on, have-it-now culture, long and tedious waiting to be served or goods to arrive, erodes customer experience and negatively impacts customer satisfaction. Amazon With…
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Five questions brands need to answer to be customer first in the digital age - How to be a leader in #service: #servicedesign and #designthinking

Five questions brands need to answer to be customer first in the digital age - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
A strong brand voice is a living, breathing manifestation of your brand promise. This voice comes from a much deeper place than stringing together clever words and phrases to sell products. An authentic brand voice solves problems, delivers a great customer experience, and stands for something.That’s as true in the digital age as it was in…
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How To Build a Profitable Business? Demystify Customer Lifetime Value (with exclusive Data from Compass) - Compass - How to be a leader in #service: #servicedesign and #designthinking

How To Build a Profitable Business? Demystify Customer Lifetime Value (with exclusive Data from Compass) - Compass - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Demystifying Customer Lifetime Value & The Customer Experience Journey http://t.co/rLPfhPsVBG #CX http://t.co/G1oJYF75Zu This post is written by Ramon Bez, a growth engineer at TourRadar, a travel e-commerce company. They are users of Compass. For any company to be profitable, it must profit more from each customer (Customer Lifetime Value or LTV) than it spends on…
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AI And Chatbots Are Transforming The Customer Experience - How to be a leader in #service: #servicedesign and #designthinking

AI And Chatbots Are Transforming The Customer Experience - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Shu Artificial Intelligence (AI) is dramatically changing business, and chatbots, fueled by AI, are becoming a viable customer service channel. The best ones deliver a customer experience (CX) in which customers cannot tell if they are communicating with a human or a computer. AI has come a long way in recognizing the content – and…
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Digital Transformation and the Leadership Quandary - How to be a leader in #service: #servicedesign and #designthinking

Digital Transformation and the Leadership Quandary - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
The data now shows that a near majority of organizations today are undergoing digital transformation in some shape or form. By digital transformation I don’t mean IT automation of the business of course, but wholesale rethinking of some or all of the business in digital terms. It’s the greatest game in the business world right now, and necessary for…
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McKinsey Artificial Intelligence the next digital frontier - How to be a leader in #service: #servicedesign and #designthinking

McKinsey Artificial Intelligence the next digital frontier - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
https://issuu.com/fredzimny/docs/mgi-artificial-intelligence-discuss Artificial intelligence is poised to unleash the next wave of digital disruption, and companies should prepare for it now. We already see real-life benefits for a few earlyadopting firms, making it more urgent than ever for others to accelerate their digital transformations. Our findings focus on five AI technology systems: robotics and autonomous vehicles,…
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The New Science of Customer Emotions: A better way to drive growth and profitability - How to be a leader in #service: #servicedesign and #designthinking

The New Science of Customer Emotions: A better way to drive growth and profitability - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
A better way to drive growth and profitability When companies connect with customers’ emotions, the payoff can be huge. Consider these examples: After a major bank introduced a credit card for Millennials that was designed to inspire emotional connection, use among the segment increased by 70% and new account growth rose by 40%. Within a…
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Gartner Publishes the Magic Quadrant Sales Force Automation, 2017 - How to be a leader in #service: #servicedesign and #designthinking

Gartner Publishes the Magic Quadrant Sales Force Automation, 2017 - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it

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A 2012 classic: Preparing for a new era of work - How to be a leader in #service: #servicedesign and #designthinking

A 2012 classic: Preparing for a new era of work - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Global competition, emerging skill shortages, and changing demographics will soon force companies to use their most highly paid talent more effectively. The past three decades saw companies in developed economies make huge strides improving the productivity and organizational performance of an array of jobs. Aided by advances in technology and digital communications, companies automated, reengineered, and…
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A survey breakdown of 2017 tech adaption in the enterprise by #IDG - How to be a leader in #service: #servicedesign and #designthinking

A survey breakdown of 2017 tech adaption in the enterprise by #IDG - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
https://twitter.com/dhinchcliffe/status/886246762226348037 The 2017 CIO Tech Poll: Tech Priorities study was conducted to gauge for the upcoming year which technology areas will be the focus of IT leaders, and to measure the direction of spending within those categories. Key findings include: Since 2011, IT budgets have been increasing steadily. (Click to Tweet) Adoption of certain tech initiatives and…
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BCG: Designing the Tech Function of the Future - How to be a leader in #service: #servicedesign and #designthinking

BCG: Designing the Tech Function of the Future - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
There is a strange dynamic at play at many traditional companies: technology is increasingly important, yet in many cases, the IT function is not involved in the development of the new, differentiating products and services aimed at ever more discerning and empowered customers. Because many IT departments lack the agility and the in-house expertise to…
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Are these indeed the 9 forces shaping the future of IT - How to be a leader in #service: #servicedesign and #designthinking

Are these indeed the 9 forces shaping the future of IT - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
IT is on the precipice of unprecedented change. Every company, now in the business of technology, is experiencing glimmers of larger shifts to come: automation, decentralized technology budgets, rapid adoption of cloud-based services, and most recently, artificial intelligence as a business necessity. Thanks to these emerging and converging trends, technology is increasingly freeing workers from…
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Why CIOs must co-lead CX, customer experience - How to be a leader in #service: #servicedesign and #designthinking

Why CIOs must co-lead CX, customer experience - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Forrester recently gathered top Customer Experience (CX) professionals from around the world for the Forrester CX Forum in New York. For the uninitiated, CX is the discipline of defining the step-by-step customer journey from marketing through sales and service.  It defines the key capabilities, content, and interfaces that need to be present at each customer touchpoint and how those touchpoints…
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How do you create (design) a digital university? - How to be a leader in #service: #servicedesign and #designthinking

How do you create (design) a digital university? - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
 Change is coming and this new generation of students is leading it. Photograph: Alamy We all know that there’s a change coming in higher education, and it’s not only government agencies and Brexit driving it. A new digitally innate generation of students is just beginning to enter our universities, prompting the question: are we ready…
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Does True Fit indeed boost personalization with new shopping capability - How to be a leader in #service: #servicedesign and #designthinking

Does True Fit indeed boost personalization with new shopping capability - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
The data-driven personalization platform True Fit has boosted its capabilities with a "Shop for Others" function that lets users build additional profiles for friends and family members. The feature relies on rich data and connected profiles to eliminate sizing guesswork and help shoppers buy clothing and shoes for others, according to a press release. True…
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Four Steps to Maximizing Customer Lifetime Value - How to be a leader in #service: #servicedesign and #designthinking

Four Steps to Maximizing Customer Lifetime Value - How to be a leader in #service: #servicedesign and #designthinking | Designing  service | Scoop.it
Customer lifetime value (CLV or CLTV) is the most underappreciated B2C metric. "Underappreciated, you say? We measure customer lifetime value, and it's really important to us!" Sure it's a common metric, but why is it important to your business? Most B2C marketers use customer lifetime value as an input to determine how much is reasonable…
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