Designing service
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Make Agility Part of Your Process - Harvard Business Review

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

Via David Hain
Fred Zimny's insight:

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

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,  check the options in the sidebar. You can follow this blog on Facebook, Pinterest, Twitter and via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so (some of this content is also posted on that platform).  
Curated by Fred Zimny
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Designing service

Designing service | Designing  service |



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


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Sneaky's comment, June 25, 10:42 AM
super article
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Persona Research in Under 5 Minutes

Persona Research in Under 5 Minutes | Designing  service |
Posted by CraigBradford
Well-researched personas can be a useful tool for marketers, but to do it correctly takes time. But what if you don’t have extra time?
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10 Best Albums of 2015 to Play in the Office

10 Best Albums of 2015 to Play in the Office | Designing  service |
t's amazing how many modern offices have music playing through high-end speakers all day. I want to work in a place like that. They crank up bands like Coldplay (who just released a single) and put Adele on endless repeat, but I'm here to tell you: There were much more eclectic artists who released albums this past year.

Since I'm a bit of a music connoisseur, I've scoured my playlist and come up with my top 10 albums of the year. Any one of these will liven up your work crew.

1. Grimes: Art Angels
Buy this album right now. Seriously. You won't be disappointed. Grimes is a "synthpop" artist who produces her own stuff, layering her vocals in a way that's downright unworldly. The song "California" is a perfect fit for any Silicon Valley startup.

2. City and Colour: If I Should Go Before You
Named after the main guy (his name is Dallas Green, so think about the correlation there), this band is a loungey alt-rock band with mellow lyrics and vocals. The songs "Runaway" and "Lover Come Back" both have a feel-good vibe.

3. Darlingside: Birds Say
Almost goofy in a '70s-rock throwback sense, Darlingside is a band that consists of four guys singing in unison with mostly an acoustic guitar. It's awesome. If you can get through the song "Harrison Ford" without thinking of the upcoming Star Wars movie, you are not in touch with reality.

4. JR JR: Self-Titled
There's no better way to combine swirling piano bits with electric and acoustic guitars. This band, which used to be called Dale Earnhardt Jr. Jr. for some unknown reason, wraps tightly into your synapses and can get people doing a lot of fist pumps and chair-spins.

5. Line & Circle: Split Figure
Make sure you give this one a try if you have any fondness at all for R.E.M. While they mostly sound like a cover band, the songs are just as catchy and memorable. At least try the song Roman Ruins, which is the best song Michael Stipe never wrote.

6. Sufjan Stevens: Carrie & Lowell
A weepy collection of acoustic folk songs from a master of the genre, this tribute to the artist's mother is heartbreaking, melodic, and eclectic in every sense of the word. Stevens sings about his childhood memories and tries to piece them all together again.

7. Dawes: All Your Favorite Bands
The title song to this folk-rock album is worth the price alone. It's about fading memories of youthful exuberance, and the music is straight out of a classic rock reunion tour. Listen to the warmly and well-orchestrated drum fills and bass parts.

8. Waxahatchee: Ivy Tripp
Highly poetic writing is at the center of this grungy alt-country band, which chronicles a few break-ups and relationship conflicts. No one in the office will mind, especially since the music is sometimes sparse and sometimes incredibly motivational.

9. Chelsea Wolfe: Abyss
I don't normally like grunge-goth rock, but this one is special. It has a guttural feel, all droning electric guitars and synths, but the emotional resonance isn't meant to cause pain as much as catharsis. I listened to this one front to back multiple times when it came out.

10. D'Angelo and the Vanguard: Black Messiah
My favorite of the year, this classic soul album could have been released about 30 years ago. The musicianship is astounding, especially if you know anything about bass and guitar. I still listen to this one just to get a boost in my own morale.

The opinions expressed here by columnists are their own, not those of
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A Look Inside PSFK's Future of Retail 2016 Report

A Look Inside PSFK's Future of Retail 2016 Report | Designing  service |

Letter from PSFK Founder, Piers Fawkes, on connecting today's retailers to the customers of tomorrow
Over the last five years we have witnessed a radical shift in shopper behavior fueled by the seismic impacts of mobile and social. Over that time, my team has documented ideas and identified trends that reflect how retailers and brands are trying to engage the always-on, hyper-connected and all-powerful consumer.

For our sixth edition of The Future of Retail report, I wanted to provide new guidance to all of the companies actively lining up their omni-channel shopping experiences in place. While every retailer begins to own and integrate new technologies that connect us to the customer of tomorrow, it’s increasingly necessary to reimagine higher level service offerings that differentiate competitors.

Built on a robust study by PSFK Labs of trends and patterns in the market, the 6th edition of The Future of Retail is now available. 

Companies must look beyond traditional systems and devices and focus on the design of an intuitive and customized shopper experience. They must provide both utility and education to their customers with narrative and program-rich retail experiences that drive sales.

This report will help us all to understand the opportunities for developing a shopper narrative and apply the lessons to their work so we create a new era of engaging, relevant and vibrant retail.

Built on a robust study of trends and patterns in the market, the 6th edition of the Future of Retail 2016 report offers a directional playbook for brands and retailers to build value, drive sales and boost loyalty. PSFK Labs defines 10 pillars to build a modern and engaging shopper experience strategy to go beyond changing expectations and to create an enhanced shopper experience. Download the full report here, view our trend summary on Slideshare and check back daily for exclusive content about the latest trends moving retail forward. 
more...'s curator insight, Today, 6:54 AM

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Aanbevolen: Service Innovation Dashboard: Kan #Diensteninnovatie uw concurrentie positie verbeteren?

Aanbevolen: Service Innovation Dashboard: Kan #Diensteninnovatie uw concurrentie positie verbeteren? | Designing  service |

Kan Diensteninnovatie uw concurrentie positie verbeteren?

Binnen enkele minuten een op maat analyse en advies voor uw organisatie

Waarom Diensteninnovatie?

Versterk uw merk
Door met diensten te innoveren voorziet u in de oplossing voor een behoefte of een probleem van klanten en gebruikers. Hierdoor creëert u waarde voor uw klanten en uw onderneming.

Vergroot uw concurrerend vermogen
Door middel van diensteninnovatie kunt u zich onderscheiden van uw concurrenten, omdat uw diensten voortkomen uit de unieke verzameling van kennis en vaardigheden van uw medewerkers.
Ontwikkel nieuwe inkomstenbronnen
Als u producten levert is de prijs voor een groot deel afhankelijk van grondstoffen. Omdat u met dienstverlening voorziet in de oplossing voor een behoefte of een probleem zijn klanten bereid daarvoor te betalen.

Investeer in kennis
Diensten zijn kennisintensief, want ze zijn gebaseerd op de unieke kennis en vaardigheden die uw medewerkers bezitten. Door met diensten te innoveren gebruikt u de volledige capaciteit van uw onderneming.
Hoe staat uw organisatie ervoor?

Service Innovation Dashboard is een gratis hulpmiddel om snel en regelmatig inzicht te krijgen in de factoren die belangrijk zijn om met diensten te kunnen innoveren. Diensteninnovatie is belangrijk voor uw organisatie, zelfs als u producten produceert, want met dienstverlening kunt u voor uw klanten nieuwe ervaringen creëren en oplossingen bieden voor de uitdagingen die zij in hun dagelijks leven en werkzaamheden tegen komen.

START 15 min

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Serious Request: Smart recharge @ Smart Services Campus Pop-Up Lab!

Serious Request: Smart recharge @ Smart Services Campus Pop-Up Lab! | Designing  service |

Het Glazen Huis van Serious Request is dit jaar van 18 t/m 24 december in Heerlen. Het event trekt veel aandacht, zowel lokaal als nationaal. De bezoekers worden via een smart route langs in totaal 16 site events geleid. Dit zijn initiatieven waarmee het publiek kennis maakt met innovaties in en rondom de stad en tevens geld wordt opgehaald voor het goede doel. De vele initiatieven van bedrijven en mensen in en om de stad valt nu al op bij 3FM. Het laat zien dat deze regio bruist van het talent en hoge betrokkenheid toont bij evenementen die ertoe doen! 

Kennismaken met Smart Services Campus

Ook de Brightlands Smart Services Campus mag hier uiteraard niet ontbreken. De Smart Services Campus bouwt een pop-up store waarin het publiek kan kennismaken met innovaties, talentvolle ondernemers en professionals!

‘Smart recharge’

De pop-up store staat in het teken van ‘Smart Recharge’. Een plek om te beleven, te experimenteren, te informeren en kennis te maken met elkaar. Met allerlei activiteiten waarmee zowel je linker – als je rechter hersenhelft wordt geprikkeld.

Wij zoeken young professionals!

De Smart Services Campus is op zoek naar jonge professionals die mee willen helpen tijdens deze Serious Request dagen. De pop-up store, die is gevestigd in het oude C&A-gebouw in Heerlen, is geopend van vrijdag 18 december tot en met woensdag 23 december van 12.00 tot 17.00 uur. Gezocht worden mensen die in robot kostuum bezoekers trekken maar ook mensen die mee willen helpen in de store en/of bij het opbouwen van de store.

Wil jij erbij zijn en meehelpen? Meld je aan bij . Graag tot dan!

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How Applications of Big Data Drive Industries

How Applications of Big Data Drive Industries | Designing  service |

Via Richard Platt, Marc Wachtfogel, PhD
Richard Platt's curator insight, Today, 12:22 AM

Generally, most organizations have several goals for adopting big data projects. While the primary goal for most organizations is to enhance customer experience, other goals include cost reduction, better targeted marketing and making existing processes more efficient. In recent times, data breaches have also made enhanced security an important goal that big data projects seek to incorporate.

More importantly however, where do you stand when it comes to big data?

You will very likely find that you are either:

  1. Trying to decide whether there is true value in big data or not,
  2. Evaluating the size of the market opportunity,
  3. Developing new services and products that will utilize big data,
  4. Repositioning existing services and products to utilize big data, or,
  5. Already utilizing big data solutions
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What Marketers Have to Be Thankful for in 2015

What Marketers Have to Be Thankful for in 2015 | Designing  service |
Kylee Hall, Senior Director, Marketing at predictive analytics company Leadspace shares her views on the tools that have helped ease the constant pressure on marketers like her
2015 is shaping up to be a banner year for marketing.
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A Better Way to Calculate the ROI of Your Marketing Investment

A Better Way to Calculate the ROI of Your Marketing Investment | Designing  service |

Traditionally, marketers calculate the ROI of a marketing investment by measuring how much sales increased in its aftermath. This is a blunt metric: maybe the consumer had a different interaction with the brand that influenced them. Or maybe they had an intrinsic preference for the brand and would have made a purchase anyway.

Today the situation has changed. Marketers have access to data that allows them to track individuals’ various interactions with a brand before their purchase, and better understand what role each interaction — and individual preferences — played in the eventual sale.

This approach, called “attribution modeling,” allows companies to attribute appropriate credit to each online and offline contact and touch point in a customer’s purchase cycle, and understand its role in the revenues that ultimately result. A good attribution model should show, for example, precisely which ads or search keywords are most associated with actual purchases.

Developing an attribution model is a gradual process. You can’t get there all at once. There are four key stages in the journey:

Stage 1: Prepare your data

You can’t have any kind of attribution model without data around touch points and outcomes. Many companies collect this data but often store it in different databases and in ways that make comparison difficult. Once companies can access and analyze data around touch points and purchases, they can detect patterns and are ready to apply simple attribution models. These involve applying rules of thumb, such as “give all credit to the last point of interaction” or “give equal credit to all points of interaction with the customer before a purchase is made.”

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LUMA's State of Digital Marketing at DMS West 15

At LUMA Partners' inaugural Digital Marketing Summit, we presented the State of Digital Marketing, which provides our views on the market and significant trend…

Via ukituki
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The #Pricing Strategies of 1876 #Marketing Technology Companies

The #Pricing Strategies of 1876 #Marketing Technology Companies | Designing  service |
I collected data on 1876 marketing technology companies. Here's what I learned about the most common pricing strategies.

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The Center For Client Retention: Customer Experience Trends for 2016

The Center For Client Retention: Customer Experience Trends for 2016 | Designing  service |

The most successful weapon to fight customer attrition is creating a personalized customer experience that is unique to your business and the individual customer. According to Accenture, the “Switching Economy” is up 29 percent since 2010 as companies struggle to keep up with the non-stop customer. Does the loyal customer still exist?  The answer is yes.  Companies with a customer centric culture coupled with a customer experience strategy can create loyalty.  Loyalty in turn advances a higher percentage of repeat customers.

The Customer Experience trends for 2016 are:

1 – Self-Serve Help Will Be The First Choice

Consumers choose to find answers to their questions using an assortment of self-serve options. For 2016, companies should ensure their FAQ’s are completely up-to-date, featured prominently on their website and listed as a menu option on the IVR. Customer service associates are primarily answering questions based on data provided in a company reference guide; sharing the same information with consumers will help them find answers faster.

2 – Reliance on Community Forums

Companies and consumers are relying on community forums to find fixes. Super users frequently have more experience and insight than agents on the nuances of specific products and services. Companies have come to embrace third party experts as an expansion of their service offerings and in 2016 customers will rely on community forums more than ever. These forums will help support the trend towards self-serve.

3 – Consumers Find Social Media Posts Get Speedy Responses

Consumers have learned their issues are resolved almost instantaneously when they post complaints on social media. Why should consumers take the time to send an email voicing their frustrations when a response may take a week to receive? The good news for the consumer; they have the company’s attention. The bad news is the world now has a record of a quality defect or poor service delivery.

4 – Multi-Channel Servicing Will Continue To Increase

The 80’s were a simpler time with two primary channels of communication: face-to-face and phone. Now, companies must respond to and keep track of email, chat, text, apps, etc. Consumers are not only using multi-channels to communicate, they are vaulting from one to the other making it difficult, almost impossible, to monitor and serve consumers. It’s an especially laborious when company budgets remain tight and the cost for technology increases exponentially. However, technology now exists to get a snapshot of a customer’s channel history and companies must invest in order to avoid customer frustration. Customers do not like to repeatedly explain their issue and recount a chain of events.

5 – Predictive and Personalized Technology Is Required For A Good Customer Experience

Technology to enhance the customer experience is not sufficient unless it is predictive and personalized. Consumers are pleased when they call a company for an order status and the company’s systems recognize who is calling and can anticipate their inquiry. However, erase the mindset that using technology to force self-serve is a positive outcome. Employing technology to make the customer experience easier and faster will become the new norm. Smart technology saves time and enhances the journey.

6 – Voice Recognition Is On The Rise

Amazon’s Echo (Alexa) and Apple’s Siri rely on voice commands. Speech technology has come far and is continually being perfected. Typing your search query into a browser will become passé; asking for information and seeking advice through the spoken word will become the norm. This trend coupled with the increasing sophistication of artificial intelligence will make companies want to invest more in these technologies.

7- Wearable Technology is Not Just Costume Jewelry

Wearable technology will allow retailers to provide a level of service specific to individual consumers. While there are tremendous privacy concerns, consumers will eventually regard this technology as must have and not an invasion. Wearables will also allow a company to recognize loyal customers and reward them with incentives based on their buying preferences, gender or age. Emotions can be detected through bio chemical feedback.  How a company responds using the data will determine if there is a positive impact on the relationship between the customer and the brand.

8- Video Chat For Pre-Sales Support Will Increase

While the use of chat was one of the major trends for 2015, video chat, especially for pre-sales support, will increase. A picture is worth a 1000 words. When video was first developed, its primary purpose was to help create a more personalized experience. Now, videos of common fixes or cool features will not only provide a better customer experience but increase sales by higher close ratios.

9 – Apps for All

More companies will invest in customized apps for their business. The app will make it easier to track consumer purchases and channel activity. The app will also be used to promote new product offerings or incentives to loyal consumers. As reported by Brett Relander in his Marketing Trends for 2016, he highlights Krispy Kreme and their Red Light App notifying customers where hot donuts right out of the oven are located.    Companies will have to keep the information up to date and fresh, incorporating innovative and engaging features to keep savvy customers interested.

10- Even Faster is the Latest Innovation in Customer Response

Now Walmart is experimenting with drones. What would Sam Walton think? We live in the age of the instant economy where speed is a differentiator. However, consumers will no longer just rate the company based on product delivery turnaround time but want to do business with companies who also have speedy turnaround time to resolve issues and answer questions. Answering emails 24 hours later is literally yesterday’s news.

11 – Incorporating Social Responsibility is Part of the New Norm Business Model

Millennials lead the generation pack with their desire to buy from companies who are socially responsible. TOMS sells shoes and their mission is “One for one, a belief that getting and giving can be one.” They walk the talk by donating one shoe for every shoe that’s purchased. They call their loyal customers fans and encourage them to incorporate TOMS into their worlds. The business model core is giving. They don’t have their corporate philanthropy in the back office. It’s front and center.

12 – Protecting Customer Information is Paramount

Consumers expect their data to be secure. Companies who fail to protect consumer data have lost significant revenue in the short term and loyalty long term. It’s not only frightening for consumer information to be comprised, it’s a hassle to obtain replacement cards and change automatic recurring charges. Some large U.S. retailers are stepping up efforts to use personal identification numbers or PINS and new credit cards are embedded with computer chips to reduce counterfeit card fraud. But the banks are resisting change and don’t want to invest in the new technology. More than 80 countries around the world use chip technology but the U.S is lagging behind.  Less than one percent of credit cards issued in the U.S. have chips.

13- The Entire Household Is Included In The Customer Service Family

Verizon Wireless, Amazon Prime and Netflix understand the value of marketing to the entire household and are building data based on the individual members of their Family Plans. The model provides seamless service for everyone involved and makes it easy to hand the baton from one generation to the next. Marketing to households is now; extending customer service to family members based on their unique preferences will be the norm.

14 – Customers Demand an Authentic Response

Companies have finally learned that social media is just another channel of consumer communication. When social media gained its foothold, companies were in semi-panic mode and hired experts to monitor and respond to posts. Fast forward, companies are taking back responsibility to respond to their consumers and employing their own agents. Consumers are not looking for “corporate speak” but friendly and personal dialogs. Representatives are being encouraged to evaluate the characteristics of posts and respond in the same tone and messaging.

15 – The Leveraging of Human Emotions

There are new technologies emerging everyday. But keep in mind that customers are people first and customers second.  Perhaps now more than ever, it is vital to listen to a customer and understand his or her underlying emotion, being tuned in not only to words but what is behind them.  No one walks into a store, clicks on a site or calls a contact center unless they are “hoping” for something. Yes, everyone wants a pilot to be experienced and technically competent to fly the plane but when he or she welcomes passengers, assures that the flight will be smooth and on time, the stage is set for a good experience.  People feel comfortable, relaxed and hopeful for a good flight.  Extend that analogy to the marketplace. Technology will always be in flux, but emotions remain a constant. Those companies that can incorporate the human component into their service design will be more successful.

16 – The New Era of The Endangered Customer

The second decade of the 21st century is witnessing a convergence of forces moving customer loyalty to the edge of extinction. There has never been more competition. Customers are empowered by increasing control over the retail process, as the digital, global marketplace delivers ever greater choice and saves them time, money, and hassle. Consumers are enticed by third-party resellers like Amazon and Google.  Start-ups such as Uber did not exist before 2009 and the company is now worth over $50 billion. The smart phone provides our communication and entertainment and is the vehicle for competitive marketers to reach out and touch your customers anytime, anyplace. The challenge for companies and brands across all service categories and channels today, from ecommerce, contact centers and brick-and-mortar, is to engender loyalty – but the loyal customer is an endangered species.

Tom George's comment, November 29, 9:54 AM
Hey Fred, this is Tom George from Internet Billboards. How are you? Great piece of content.
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Steven’s Customer First model | CustomerThink

Marketing - Optimise Leadership (533) - Steven’s Customer First model
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6 Ways Work Will Change In 2016

6 Ways Work Will Change In 2016 | Designing  service |

Large organizations today are under greater threat of disruption, requiring early adoption and a heightened awareness of the surrounding business environment.

Here are some of the workplace trends that are expected to have far-reaching effects in 2016, from the boardrooms of Fortune 500 companies to the home offices, cafes, and coworking spaces of the freelance economy.

Via Kenneth Mikkelsen
Kenneth Mikkelsen's curator insight, November 22, 2:25 PM

Workplace trends for 2016 will be set in large part by what's happening in the freelance world right now.

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4 Ways to Get a Bigger Social Marketing Budget | Simply Measured

4 Ways to Get a Bigger Social Marketing Budget | Simply Measured | Designing  service |

Last week at =LIFT(Social, 2015), I gave a talk called The State of Social Marketing.

In addition to a lot of self-deprecating jokes about my unfortunate use of Myspace in the early 2000's, the talk dove into the increased focus on social media as a marketing function, punctuated by some quick stats about the growth of social marketing.

Via Pantelis Chiotellis
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Mobile Ethnography: Research Entire Customer Journeys Across All Channels

DAY TWO – OCT 3rd 2015 at Global Service Design Conference NYC MORNING SESSIONS / / METHODS & TOOLS more info at:

Via Mario K. Sakata
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MKB LIMBURG SYMPOSIUM 7/12/15 Roermond RETAIL 2020 | Designing  service |

Tijdens het symposium komen deze vragen aan de orde en worden nieuwe kansrijke ontwikkelingen naar voren gebracht die de retailsector weer levensvatbaar moeten maken voor de nabije toekomst. Geen pasklare oplossingen, wel vernieuwende en innovatieve experimenten die ondernemers, bestuurders en adviseurs aan het denken zetten. 
Kortom, dit symposium mag je niet missen als je direct betrokken bent bij de retail(-ontwikkeling) in je eigen gemeente of regio.
Programma 7 december
19.00 – 19.30 uur                               Inloop met koffie/thee
19.30 – 19.45 uur                               Welkomstwoord en toelichting op retailvisie MKB-Limburg 
                                                               door dagvoorzitter Paul Berden
19.45 – 20.00 uur                               Provinciaal beleid op gebied van detailhandel,
                                                               door gedeputeerde Hans Teunissen van de Provincie Limburg
20.00 – 20.30 uur                               Retail in beweging, door Marcel Evers van
                                                               brancheorganisatie Inretail  
20.30 – 20.45 uur                               Innovatie en kennis in de retail, 
                                                               door wethouder Angely Waajen - Crins van de gemeente Roermond
20.45 – 21.00 uur                               Korte pauze
21.00 – 21.50 uur                               Deelname aan één van de drie werkgroepen:                                          
                                                               A.            Nieuwe businessmodellen in de retail 
                                                               B.            De nieuwe winkelstraat
                                                               C.            Een nieuwe aanpak van leegstand
21.50 – 22.00 uur                               Afspraken, vervolgtraject en afronding symposium door 
22.00 -  23.00 uur                               Informele netwerkborrel.
Locatie                                                 De Oolderhof, Broekstraat 35, Roermond-Herten
Datum                                                  Maandag 7 december 2015 
Tijd                                                        19.30 uur – 22.00 uur
Parkeren (gratis)                            Parkeerterrein Oolderhof
Deelname aan dit symposium is gratis. Het maximale aantal deelnemers is 125. Meldt u zich dus direct aan via MKB-Limburg om u te verzekeren van een plaats!

U kunt zich tot uiterlijk tot 5 december inschrijven.
Dit symposium wordt u aangeboden door MKB-Limburg en Innovatiehuis MKB Keyport met steun van de Provincie Limburg en de gemeente Roermond.

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Simon Terry Change itself is changing

Simon Terry Change itself is changing | Designing  service |
Infographic of my CMI Keynote presentation on 11 November 2015
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5 stages of maturity in marketing technology categories - Chief Marketing Technologist

5 stages of maturity in marketing technology categories - Chief Marketing Technologist | Designing  service |

marketingIO: One Source for All Marketing Technology Challenges. See our solutions.

Via marketingIO, massimo facchinetti, Marc Wachtfogel, PhD
marketingIO's curator insight, November 29, 9:32 PM

Far more when you click through. My only complaint is that the X-axis is not proportionally represented.

Farid Mheir's curator insight, Today, 8:56 AM

Crossing the Chasm (Amazon) is a classic book from the 1990s (wikipedia) that introduced the concept of a product lifecycle to the masses. It helped explain to many startups why their products were hits early on but failed miserably as they never gained a large audience. Must read book.

Chiefmartec uses the lifecycle to explain the current market of marketing technology products.

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Creativity, Design Thinking and How These Have To Do With Innovation & Entrepreneurship

Presentation of CEO of Russian design research consultancy Lumiknows Ekaterina Khramkova at the international conference on innovation and entrepreneurship hel…
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The biggest economic change the world has ever seen?

The biggest economic change the world has ever seen? | Designing  service |
Our lives are being shaken to their very core by technological change, with the “fourth industrial revolution” transforming economies as never before.

The unprecedented speed of change, as well as the breadth and the depth of many radical changes unleashed by new digital, robotic and 3D technologies, is having major impacts on what we produce and do, how and where we do it and indeed how we earn a living. And while the transformation will proceed differently in advanced and developing parts of the world, no country or market will be spared from the tidal wave of change. To appreciate the changes at hand, two interrelated aspects of the economy are particularly illustrative: growth and productivity on one hand, and employment on the other.


As the World Economic Forum highlights annually in its Global Competitiveness Report, productivity is the most important determinant of long-term growth. Yet productivity growth has stagnated around the world, particularly since the great recession, putting into question our ability to provide rising living standards for the world’s citizens. While arguments abound as to what has been driving the productivity slowdown, an important question is how the fourth industrial revolution will drive it in the years to come.

In theory, the application of new technologies to existing problems should improve efficiency and thus productivity. Technological innovations tend to raise labour productivity by allowing the existing workforce to do more with less, by replacing existing workers with technology (with an obvious downside, as I will come to later), and they also usher in new products and processes that open up new sources of growth.

Techno doom, or techno utopia?
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Industry 4.0: Achieving Customer Excellence with virtual ad-hoc Organizations

Industry 4.0: Achieving Customer Excellence with virtual ad-hoc Organizations | Designing  service |
For Businesses who want to achieve superior Customer Experience the Cognitive Business System provides Industry 4.0 Capabilities which enable the ad-hoc Virtualization of large scale Organizations using existing Digital Platforms.

The Cognitive Business System (CBS) drives-if systematically and consequently applied- the Unity-of Effort of global Knowledge Worker by enabling the adaptability of small teams at the enterprise level to achieve Customer Excellence.

The Cognitive Business System Functionality enable Network Effects and fast Learning based on existing Company Digital Platforms like SharePoint or IBM Connections.


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How Managers Can Get Started with Analytics

How Managers Can Get Started with Analytics | Designing  service |
Analytics is becoming a competitive necessity for many managers. Even if it’s not part of your job description, there’s a good chance you at least need to understand the basics. Here’s how to get started:
Get educated.
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Why Organizations Don’t Learn

Why Organizations Don’t Learn | Designing  service |
Our traditional obsessions—success, taking action, fitting in, and relying on experts—undermine continuous improvement.
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SAP Top CIO Decision Imperatives

SAP Top CIO Decision Imperatives | Designing  service |
Businesses are transforming because of 3rd-platform disruption. Learn what that means for IT:
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Statistical Models That Support Design Thinking: Driver Analysis vs. Partial Correlation Networks

Statistical Models That Support Design Thinking: Driver Analysis vs. Partial Correlation Networks | Designing  service |
We have been talking about design thinking in marketing since Tim Brown's Harvard Business Review article in 2008. It might be easy for the data scientist to dismiss the approach as merely a type of brainstorming for new products or services.
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