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Make Agility Part of Your Process - Harvard Business Review

Make Agility Part of Your Process - Harvard Business Review | Designing design thinking driven operations | 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 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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Switch and Shift's Top 75 List of Human Business Champions | Switch and Shift

Switch and Shift's Top 75 List of Human Business Champions | Switch and Shift | Designing design thinking driven operations | Scoop.it
All around us are thought leaders who know that being “human first” must be a core characteristic. That focusing on building a positive, enabling work env (Excellent work @patricklencioni!
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Creative Destruction Lab

Creative Destruction Lab | Designing design thinking driven operations | Scoop.it
RT @Superplex: The Rotman School's "Creative Destruction Lab" is fostering some cool startup ventures in Toronto. http://t.co/o0wCjrZWDS
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designing branded enterprise experiences

In service innovation projects complexities abound, both within the boundaries of the organization and outside of them: value chains have become value networ...
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n service innovation projects complexities abound, both within the boundaries of the organization and outside of them: value chains have become value networks, target customers have contextual and situational preferences in their complex experience journeys, and interactions with the organization involve many channels and touch points. Customer centricity is a prerequisite but it requires various cross sections through the organization to cooperate smoothly.
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7 Behaviors of Companies That Don’t Know Their Customers | Switch and Shift

7 Behaviors of Companies That Don’t Know Their Customers | Switch and Shift | Designing design thinking driven operations | Scoop.it
Every business, without exception, has always been established to provide a good or service to a customer.
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How to Get Smart about Customer Lifetime Value

How to Get Smart about Customer Lifetime Value | Designing design thinking driven operations | Scoop.it

Every business is focused on the bottom line: Making sure revenue exceeds costs each month. One big line item for most companies is spending hundreds–or, in some cases, even thousands–of dollars on acquiring new customers. Once you get that customer, what then?

Customer Lifetime Value, or CLV, is a different way of looking at the customer equation. If your business isn’t measuring CLV, read on. Doing so could be the key to a healthier bottom line.

 


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, April 18, 6:12 PM

A short summary with graphical support of the customer lifetime value concept.

Bill Schmarzo's curator insight, April 19, 3:46 PM

Nice layout of the variables that define customer lifetime value (LTV)

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Designing the future of public services: collaboration

CIPD Forum's People Challenges of Collaboration Conference April 16th 2014 Credit to our friends at 100% Open for sharing their experiences of collaboration ...
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Service Design 5: Customer Service

Fifth lecture on service design at KISK of Masaryk University, Brno, Czech Republic. This time on importance, key principles and best practices of customer service.

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Capitalizing on Customer Lifetime Value - 1to1 Media

Capitalizing on Customer Lifetime Value - 1to1 Media | Designing design thinking driven operations | Scoop.it
Capitalizing on Customer Lifetime Value 1to1 Media While brands recognize the importance of customer lifetime value, many fail to calculate its true impact, for most are still unable to offer the type of holistic customer experience that builds...
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Digital Darwinism: How Disruptive Technology Is Changing Business for Good

Digital Darwinism: How Disruptive Technology Is Changing Business for Good | Designing design thinking driven operations | Scoop.it
Social media, mobile, wearables, Internet of Things, real-time -- these are just some of the technologies that are disrupting markets.
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Strategic Design Innovation 4/7: On Strategic Design Planning

Strategic Design Innovation 4/7: On Strategic Design Planning, by Michael Eckersley, PhD
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Why Privacy Is Not Dead For Your Customers?

"Privacy is dead" is repeated so often you might actually think it's true. Companies that embrace contextual privacy can differentiate based on treating thei...
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Just 42% of companies are able to measure customer lifetime value

Just 42% of companies are able to measure customer lifetime value | Designing design thinking driven operations | Scoop.it
For companies looking to improve retention rates, customer lifetime value (CLV) is a crucial concept, but one which companies find hard to measure.
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Book Review: Digital Leadership

Book Review: Digital Leadership | Designing design thinking driven operations | Scoop.it
Everything is changing—society, the educational landscape, and learners—and it is time for educational leaders to embody a modern, progressive form of leadership. More often than not, the individua...
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Our Cubicles, Ourselves: How the Modern Office Shapes American Life

Our Cubicles, Ourselves: How the Modern Office Shapes American Life | Designing design thinking driven operations | Scoop.it
How did we come to work in spaces that make us so miserable?
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Design Thinking and Conscious Evolution

Design Thinking and Conscious Evolution | Designing design thinking driven operations | Scoop.it
Systems thinking is a holistic form of understanding, analysis, and problem solving. It's also a way to bring balanced, more impactful solutions to our businesses and social challenges.
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Design thinking is not just about creating beautiful objects but also about ... - Economic Times

Design thinking is not just about creating beautiful objects but also about ... - Economic Times | Designing design thinking driven operations | Scoop.it
Economic Times
Design thinking is not just about creating beautiful objects but also about ...
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Beyond Marketing: How Mobile Is Transforming Mc...

Beyond Marketing: How Mobile Is Transforming Mc... | Designing design thinking driven operations | Scoop.it
At the beginning of the year in our yearly mobile predictions report, my colleague Julie Ask and I made the following call: "mobile will affect more than just your digital operations — it will transform your entire business.
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EIT ICT Labs Idea Challenge

EIT ICT Labs Idea Challenge | Designing design thinking driven operations | Scoop.it
Fred Zimny's insight:
You have a vision how to revolutionise the information and communication technologies of tomorrow? We have what it takes to get your business up and running!Submit your idea and become part of the unique European innovation ecosystem of EIT ICT Labs.
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Customer experience 360

Return On Experience The insights and research that show tangible business benefit to good customer experience. April 2014
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CX Journey™: The Five Agreements of Customer Experience

CX Journey™: The Five Agreements of Customer Experience | Designing design thinking driven operations | Scoop.it
In today's post, I apply the Four Agreements, plus one, to customer experience. While I can't help you achieve personal freedom or happiness in your life, I take a stab at translating the Agreements to customer freedom and happiness.
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How big data is transforming public services – expert views - The Guardian

How big data is transforming public services – expert views - The Guardian | Designing design thinking driven operations | Scoop.it
The Guardian How big data is transforming public services – expert views The Guardian Data and analysis should be able to help most with: "Better targeting services, evaluating what works, identifying early interventions (especially important given...
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Mobility Offers New Customer Service Opportunities

Mobility Offers New Customer Service Opportunities | Designing design thinking driven operations | Scoop.it
Baseline
Mobility Offers New Customer-Service Opportunities
Baseline
A growing number of consumers are very receptive to the idea of pursuing customer service issues via mobile apps, according to a recent survey from Contact Solutions.

Via Alessio Manca
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What Service Design Tells the Destination Marketing Organization | DMAI

What Service Design Tells the Destination Marketing Organization | DMAI | Designing design thinking driven operations | Scoop.it
“@SLebski: Recommended reading! What Service Design Tells the Destination Marketing Organization | DMAI http://t.co/51kkIckjXx via @sharethi
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Venlo evolves!

Venlo evolves! | Designing design thinking driven operations | Scoop.it
Fred Zimny's insight:
Evolv Weekend is coming to Venlo on May 23-25 

Evolv Weekend is the three day action learning workshop covering the most pressing entrepreneurship techniques and principles. Get hands on experience with Lean Startup, Effectuation, Business Model Canvas and Jobs to be done in three days!

Pitch a problem on Friday, validate the need for your solution on Saturday and you could have your first customers on Sunday.

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