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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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How the Internet of Things Drives CRM Investments

How the Internet of Things Drives CRM Investments | Designing design thinking driven operations | Scoop.it
Customer relationship management will be at the heart of companies' digital initiatives for years to come, Gartner says.
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Recommending the Programme and Schedule of SDGC4! | SDN

Recommending the Programme and Schedule of SDGC4! | SDN | Designing design thinking driven operations | Scoop.it
Three months left until the biggest service design event of the year, Service Design Network Global Conference 2014, which will be held in the capital of Sweden, Stockholm, on the 7-8th October 2014. From the beginning of ...
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Five ‘no regrets’ moves for superior customer engagement | McKinsey & Company

Five ‘no regrets’ moves for superior customer engagement | McKinsey & Company | Designing design thinking driven operations | Scoop.it
Customers are demanding very different kinds of relationships with companies. Here are some ways to jump-start customer engagement across your organization. A McKinsey Quarterly article.

Via Patricia D. Sadar - Career and Leadership Acceleration Coach
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Next Library Service Safaris

Workshop on service safaris and service storming presented at Next Library 2014.
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Lean Startup Meets Design Thinking – Google+

Lean Startup Meets Design Thinking – Google+ | Designing design thinking driven operations | Scoop.it
Join us on July 17th as we team up with Virgin Unite to host a not-to-miss Hangout featuring three extraordinary leaders in business and product design.
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Behavioral Design: Tricks, Cheats and True Valu...

Behavioral Design: Tricks, Cheats and True Valu... | Designing design thinking driven operations | Scoop.it
For quite some time now I have been involved in bringing behavioral science into practice and the beauty of this (still emerging) field is its diversity.
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The Power of Design Thinking - a differentiating skill

The Power of Design Thinking - a differentiating skill | Designing design thinking driven operations | Scoop.it
Design thinking is a simple but fundamental skill for success, and those organisations that embed design thinking will likely find it to be a differentiator (RT @kommercialize: The Power of Design Thinking – a differentiating skill
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How Wearable Technology can help Servitization

How Wearable Technology can help Servitization | Designing design thinking driven operations | Scoop.it
Don’t switch off your Google Glass headset yet, says Professor Andy Neely, Director of the Cambridge Service Alliance.
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#Mobile Moments Should Equal Useful

#Mobile Moments Should Equal Useful | Designing design thinking driven operations | Scoop.it
This article is by Josh Bernoff, senior VP, Idea Development, at Forrester Research. He is the co-author of the new book, The Mobile Mind Shift. “Hello, customer. I’m from the company’s marketing department, and I’m here to help you.” That’s something you don’t hear very often. Customers expect marketers to try to [...]

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 8, 1:35 PM

Josh shares his #Mobile insight:


"Start with your #customer and her #journey. Figure out what her real problem is and how mobile could help. We call these points where mobile solves problems “mobile moments,” and they’re very well suited to customers trained to get answers from their phones in an instant. 

Then line up all these moments and evaluate them on two scales. First, are they beneficial to the customer? Second, are they valuable to your company?"

 Share other examples where brands understand how to deliver mobile moments to their customers?
Ranjit Kovilinkal's curator insight, July 9, 12:23 AM

"Its about relationships...not marketing" - Starbucks

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Gallup: Want To Grow Your Business? Treat Your Customers Well - Forbes

Gallup: Want To Grow Your Business? Treat Your Customers Well - Forbes | Designing design thinking driven operations | Scoop.it
As we all know, Home Depot has, with its current leadership, re-introduced more customer-facing store associates, with phenomenal improvements in sales and earnings.
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M-Commerce: Why Going Mobile Is Important For Businesses

M-Commerce: Why Going Mobile Is Important For Businesses | Designing design thinking driven operations | Scoop.it
Everyone knows that e-commerce is a constantly growing part of the larger retail and commerce landscape, but did you know that mobile commerce is growing at an even faster rate?
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Design Process & Tools

Design Process & Tools | Designing design thinking driven operations | Scoop.it

Candid With Ken Koo – What is Design Thinking? (Design Thinking Infographic | Pinterest http://t.co/SrFc7UxJFx #innovation #technology)


Via A. Kosuke, Αntonios Βouris
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Gartner Says 2015 Will See the Emergence of Digital Risk and the Digital Risk Officer

Gartner Says 2015 Will See the Emergence of Digital Risk and the Digital Risk Officer | Designing design thinking driven operations | Scoop.it
More than half of CEOs will have a senior "digital" leader role in their staff by the end of 2015, according to the 2014 CEO and Senior Executive Survey by Gartner, Inc.
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Social Business: A Customer Experience Time Machine by @lkpetrolino

Social Business: A Customer Experience Time Machine by @lkpetrolino | Designing design thinking driven operations | Scoop.it
In the days before the internet, personal relationships business owners and employees were pervasive. It's time to put the social back in social business.

Via Thomas Faltin
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Service Design: the Challenges & Benefits for the Public Sector ...

Service Design: the Challenges & Benefits for the Public Sector ... | Designing design thinking driven operations | Scoop.it
The SPIDER Project partners were lucky to be joined by a range of guest speakers from around Europe during their steering group meeting in May, 2014. These speakers are all practising service design within public services ...
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The Generation Raised on Touchscreens Will Forever Alter Tech Design | Design | WIRED

The Generation Raised on Touchscreens Will Forever Alter Tech Design | Design | WIRED | Designing design thinking driven operations | Scoop.it
Children growing up these days see screens from the moment they are born and are drawn to them like moths to a light. This changes how we must design to fit their needs.

Via Wally Brill
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Wally Brill's curator insight, July 9, 4:40 PM

The future is now. Time to rethink the very basics of B to C service and communication.

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Next Library Service Safaris

Workshop on service safaris and service storming presented at Next Library 2014.
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How Happy Are Designers?

How Happy Are Designers? | Designing design thinking driven operations | Scoop.it
The glass is half full, and then some. (How Happy Are Designers?
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Making ideas real (and building a case for them internally)

From mini-workshop at Spark The Change @ The Brewery, London July 3/4 2014 aimed at people working in larger organisations.
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Mobile is becoming key for consumer brands like L’Oreal, & wearables are next

Mobile is becoming key for consumer brands like L’Oreal, & wearables are next | Designing design thinking driven operations | Scoop.it
Image Credit: Michael O'DonnellHow can you leverage mobile to increase profitability for your company? Find out at MobileBeat, VentureBeat's 7th annual event on the future of mobile, on July 8-9 in San Francisco.
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Lessons from the d.school's editor-in-residence

Lessons from the d.school's editor-in-residence | Designing design thinking driven operations | Scoop.it
I have, for the past ten months, served as the d.school's editor-in-residence. Here is what I have learned.
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CMOs Are Preparing for Digital to Grow to 75% of Marketing Budgets

CMOs Are Preparing for Digital to Grow to 75% of Marketing Budgets | Designing design thinking driven operations | Scoop.it
A survey of CMOs shows they understand the industry is going digital, but they are still resisting the "digital" label for their companies. Infographic: Carlos Monteiro

Via Jean-Michel Franco
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Will Big Data Finally Turn CRM Into Something Truly Valuable?

Will Big Data Finally Turn CRM Into Something Truly Valuable? | Designing design thinking driven operations | Scoop.it
Big Data CRM is a combination of managing, interacting, analyzing and knowing your customer and your customer contact points.
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Technology isn’t the future, it’s the culture

Technology isn’t the future, it’s the culture | Designing design thinking driven operations | Scoop.it
Stowe Boyd highlighted this quote on his blog over the weekend:
Technology isn’t a section in the newspaper any more. It’s the culture.
It’s from Ben Smith, the editor in chief of Buzzfeed, quoted in a piece by Maureen Dowd for the New York Times.
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The Science of Happy Design - UX Booth

The Science of Happy Design - UX Booth | Designing design thinking driven operations | Scoop.it
There's plenty of research on ways that technology negatively impacts our lives, yet very little on how design - an integral part of that technology - might positively impact us.
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