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This Is How Your Brain Works

This Is How Your Brain Works | Designing design thinking driven operations | Scoop.it
Some days, after a good night's rest and a protein rich breakfast, my brain works wonderfully. It's well wrinkled, filled to the brim with answers and snapping synapses.
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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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Support 2020: The Key Skills and Drivers of Today’s Customers and Tomorrow’s Services

Support 2020: The Key Skills and Drivers of Today’s Customers and Tomorrow’s Services | Designing design thinking driven operations | Scoop.it
"People want consistent relationships, not customer service." (“Service Catalogs are the phonebooks of IT Management, no one shops at work.” via @GoToAssist http://t.co/xlZbJRe9MV
Fred Zimny's insight:
Not relationships, merely encounters
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Using Mobile to Improve Customer Relationships

Mobile is now a key part of our lives – according to the IAB, smartphone penetration in the UK is expected to... (Smartphone penetration expected to reach 75% and tablet rising to 50% this year - are you ready for mobile?
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The hazards of Bad Data in Customer Experience ...

The hazards of Bad Data in Customer Experience ... | Designing design thinking driven operations | Scoop.it
The hazards of Bad Data in Customer Experience Management on Data Governance and MDM curated by Jean-Michel Franco (The hazards of bad data in Customer Experience Management http://t.co/w5osBTpV22...
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Digital Experience Delivery Playbook | Forrester Research

John Rymer explains the Digital Experience Delivery Playbook. (Drive business transformation with digital customer experience. Download our free report to learn more.
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Analytics is the key ingredient to successful customer experience management | Alcatel-Lucent

Analytics is the key ingredient to successful customer experience management | Alcatel-Lucent | Designing design thinking driven operations | Scoop.it
Today’s connected customers use multiple devices to access a dizzying array of applications, services and content.
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Junior Designers vs. Senior Designers

Junior Designers vs. Senior Designers | Designing design thinking driven operations | Scoop.it
I like words a lot. But sometimes a few sketches communicate a point more simply and memorably. (Umm, no. https://t.co/NRh6XfIw3j)
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New report looks into Global customer experience management (CEM) market that is poised to be worth $8.39 billion by 2019 - WhaTech

New report looks into Global customer experience management (CEM) market that is poised to be worth $8.39 billion by 2019 - WhaTech | Designing design thinking driven operations | Scoop.it
The CEM market is segmented by type, touch point, organization size, region, and vertical. The CEM market by type is segmented into enterprise feedback management, web analytics, speech analytics, and text analytics.
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Digital Marketing Trends Disrupting Consumer Behavior

Rehash of my top trends deck that was presented to the Argyle CMO summit in Toronto on Tuesday, September 9th.
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SXC14 Service Experience Camp

SXC14 Service Experience Camp | Designing design thinking driven operations | Scoop.it
Get SXC14 Service Experience Camp on the App Store. See screenshots and ratings, and read customer reviews. (RT @ServiceExpCamp: Like to prepare for the camp?
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The Consumer Journey: Content as Compass

The Consumer Journey: Content as Compass | Designing design thinking driven operations | Scoop.it
Content marketing, when done right, should guide consumers based on their specific needs, buying preferences and online behavior.
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Mapping the Way Forward UX Cambridge 2014

Maps are more than just diagrams of the route from A to B – to draw one is to bring together the whole view of our surrounding world so that we can gain a bett…
Fred Zimny's insight:
indeed it is about the context too
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How to Get the Most Mileage out of Your Touchpoint Map | Touchpoint Dashboard

How to Get the Most Mileage out of Your Touchpoint Map | Touchpoint Dashboard | Designing design thinking driven operations | Scoop.it
How to Get the Most Mileage out of Your #Touchpoint Map | http://t.co/yibNzrzEZD #journeymap #cxm
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You Ain't Seen Nothing Yet

You Ain't Seen Nothing Yet | Designing design thinking driven operations | Scoop.it
Today, the only constant is change… And the rate of change is increasing. You either disrupt yourself, or someone else will. For any company, sitting still equals death. I believe that we are now... (A tsunami of change is coming.
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UX As A Service: 5 Strategies to Elevate Design Thinking In Your Orga…

The traditional role of UX is to fight for the user by designing usable and functional software. But in the age of the 'Internet of Things' every experience of…
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Geert van Hootegem's total workplace innovation

Professor Geert Van Hootegem (University of Leuven) presents his view on Total Workplace Innovation. ODAM2014.
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Designing Science Communication

Designing Science Communication | Designing design thinking driven operations | Scoop.it
Part I: A Foundation (Design thinking and science communication: a foundation and strategy #scicomm http://t.co/ugd2s97WWK and http://t.co/q4C2WQl7Py...
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Managing the Total Customer Experience | MIT Sloan Management Review

Managing the Total Customer Experience | MIT Sloan Management Review | Designing design thinking driven operations | Scoop.it
In recent years, managers have become increasingly aware of the (http://t.co/Hf6umsmJMd v interesting!
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Deck Servicedesign goes agile service-experience camp-14 #cxm

Why service design is a perfect match with agile software development
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New book: Three CX Consultants Share Strategies in 'Connect'

New book: Three CX Consultants Share Strategies in 'Connect' | Designing design thinking driven operations | Scoop.it
As marketing shifts from campaigns and brand-building to analytics and cross-channel personalization, there's growing importance in understanding and shaping each customer's experience.
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How looks Great Multichannel Customer Experience Quantified [Infographic]

How looks Great Multichannel Customer Experience Quantified [Infographic] | Designing design thinking driven operations | Scoop.it
Check out Great Multichannel Customer Experience Infographic for 20+ critical stats! http://t.co/4h1HAZ7OrP... http://t.co/TQoZAh8CNk
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UX to service design: Applying user centred design sensibilites beyond digital channels

UX to service design: Applying user centred design sensibilites beyond digital channels | Designing design thinking driven operations | Scoop.it
Iain recently spoke at UX Australia about the opportunities and challenges of applying user centred design sensibilities beyond the design of just digital things. This is an abridged version of the talk.
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Predictive analytics and customer experience can be a dangerous mix - Chief Marketing Technologist

Predictive analytics and customer experience can be a dangerous mix - Chief Marketing Technologist | Designing design thinking driven operations | Scoop.it
Two trends, each racing forward, that have the potential for disastrous collisions: The need for truly customer-centric organizations in a fully connected world. The use of algorithms, predictive analytics, and big data to optimize everything.
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Sell the Customer Service Experience, Not the Journey

Sell the Customer Service Experience, Not the Journey | Designing design thinking driven operations | Scoop.it
Smart companies promise a positive customer service experience; and they deliver.
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Mobile Customer Experience: 3 Game Changers Revisited [Analyst Blog] | Loyalty360.org

Mobile Customer Experience: 3 Game Changers Revisited [Analyst Blog] | Loyalty360.org | Designing design thinking driven operations | Scoop.it
For today’s blog, the webinar’s guest analyst speaker, Sheryl Kingstone from the 451 Research Mobility Team, shares her perspective on the three game changers for mobile customer experience below: 1.
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[Slides] Content Marketing Software RFP, by Altimeter Group

Why a content marketing software request for proposal (RFP)? Against a backdrop of hundreds of content marketing vendors, with new ones emerging all the time,…
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