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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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Human Resources-The Forgotten Frontier of CX

Human Resources-The Forgotten Frontier of CX | Designing design thinking driven operations | Scoop.it
Most Customer Experience Management practitioners understand that the CX is a holistic discipline, but tend to focus disproportionally on a customer service delivery.
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What's New in Marketing? September 2014 - Smart Insights Digital Marketing Advice

What's New in Marketing? September 2014 - Smart Insights Digital Marketing Advice | Designing design thinking driven operations | Scoop.it
Our round-up of the latest advice and developments in digital marketing with a focus on customer experience and trends this month This month we published T. Marketing topic(s):Marketing innovation. Advice by Dave Chaffey.
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Keeping your customer experience program moving with a plan

Keeping your customer experience program moving with a plan | Designing design thinking driven operations | Scoop.it
RT @ricktucker88: Keeping your customer experience program moving with a plan. http://t.co/0nJEi5nLoe #ccm #cxm http://t.co/5GZF7Tl6D4
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How Your Desk Has Evolved Over The Past 35 Years

How Your Desk Has Evolved Over The Past 35 Years | Designing design thinking driven operations | Scoop.it
A cluttered desk used to be just another part of getting things done. Now it's a character failing. Thanks, Technology! (A cluttered desk used to be just another part of getting things done. Now it's a character failing.
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The Pro-Age Revolution | Cindy Joseph | TEDxStGeorge - YouTube

Cindy describes how our anti-agist viewpoints are formed and offers...

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Bringing Fun and Creativity to Work | MIT Sloan Management Review

Bringing Fun and Creativity to Work | MIT Sloan Management Review | Designing design thinking driven operations | Scoop.it
Team-based contests that draw on creativity and collaboration skills can build motivation in employees.
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EUROPA - PRESS RELEASES - Press release - De digitale evolutie: kunnen we het bijhouden?

EUROPA - PRESS RELEASES - Press release - De digitale evolutie: kunnen we het bijhouden? | Designing design thinking driven operations | Scoop.it

Neelie Kroes Vicevoorzitter van de Europese Commissie, verantwoordelijk voor de Digitale Agenda voor Europa Rede Open universiteit Heerlen, 26 september 2014 

Fred Zimny's insight:

Het antwoord op de vraag is uiteraard ja

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Harvard i-lab | A VIP Team Profile: ArtLifting - a social enterprise that inspires

ArtLifting is a social enterprise that inspires people around the world by helping disadvantaged individuals celebrate their strengths. Learn more about ArtL...
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Modern ERP is Essential to Better Customer Experience – Infographic

Modern ERP is Essential to Better Customer Experience – Infographic | Designing design thinking driven operations | Scoop.it
Perceptions of customer experience and service offered differ from customers to sellers.
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Social innovation impact: the truth about indicators - Social Innovation Generation

Social innovation impact: the truth about indicators - Social Innovation Generation | Designing design thinking driven operations | Scoop.it
This fall, the Quebec Social Innovation Network (RQIS) will launch a new publication on social innovation indicators.
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A few tips on Designing Your Customer Experience


Via Rosetta Carrington Lue
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25 KPIs Every Manager Needs To Know

Key Performance Indicators (KPIs) should be used to understand performance and drive better decision-making. However, most companies struggle to find the vital…
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Building a New Breed of Business: A Conversation with @EricRies

Building a New Breed of Business: A Conversation with @EricRies | Designing design thinking driven operations | Scoop.it
The Lean Startup author Eric Ries talks about the evolution of lean, building a new breed of companies, and making lean work in your organization.
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The road is wider than long

Talk given at Data Days on October 1st 2014 in Berlin.
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Service Design Global Conference 2014 - PhD activities

Service Design Global Conference 2014 - PhD activities | Designing design thinking driven operations | Scoop.it
PhD Activities: If you are deeply involved in knowledge production there will be four high-light activities starting Monday and ending Wednesday, that you may join. The Monday events are only open to PhD students who have pre-registered, whereas the activities during the main conference are open to anyone who wishes to participate. The activities will be...
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mukesh's curator insight, October 1, 3:30 AM

Mahindra Luminare sector 59 Gurgaon @ 9555077777

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What do consumers think about digital customer experience? We found out.

What do consumers think about digital customer experience?  We found out. | Designing design thinking driven operations | Scoop.it
Years ago, your nearest competitors might have been down the street—or all the way across town. Today, they’re just a click away. It used to be that custome (What do consumers think about digital #custexp?
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Going Beyond 'Bolt-On' Digital Transformation

Going Beyond 'Bolt-On' Digital Transformation | Designing design thinking driven operations | Scoop.it
Much has been made recently of the imperative to fully transition our businesses into the modern digital world. It now hardly needs to be said at this point. There is even some encouraging news for...

Via zendreamer
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Susan Colantuono: The career advice you probably didn’t get - YouTube

You’re doing everything right at work, taking all the right advice, but you’re just not moving up. Why? Susan Colantuono shares a simple, surprising piece of...
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A Golden Age of Design - NYTimes.com

A Golden Age of Design - NYTimes.com | Designing design thinking driven operations | Scoop.it
"People who make things haven't been in seats of power because they're too busy making things. That's about to... http://t.co/I5BS0INuoC
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Forget Social Networks, Think Social Impact | Celine Schillinger | TEDxBedminster - YouTube

This talk was given at a local TEDx event, produced independently of the TED Conferences. Here is an inspiring story of an actual, positive transformation po...

Fred Zimny's insight:

True, it is about impact

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Holly Payne: Technology of the Heart - Authors@Google - YouTube

Author Holly Lynn Payne explores the fascinating information centers in the heart and how they can be utilized to optimize communication (and even create magic) in the workplace and beyond. She draws from her recent book, Damascena: a story that demonstrates the power of the ancient practices that first identified the technology of the heart.
Fred Zimny's insight:

Maybe not what you expect, but give it your heart and full attention

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How to Use big data to make better pricing decisions | McKinsey & Company

How to Use big data to make better pricing decisions | McKinsey & Company | Designing design thinking driven operations | Scoop.it
Harnessing the flood of data available from customer interactions allows companies to price appropriately—and reap the rewards. A McKinsey & Company article.
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Why it's time to retire the concept of generations

Why it's time to retire the concept of generations | Designing design thinking driven operations | Scoop.it
For marketers, labeling a target market as "millennials" or "boomers" makes as much sense as grouping all the Capricorns together and targeting them.
Fred Zimny's insight:

True, generations is always generalization

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CUBI: A User Experience Model for Project Success

CUBI: A User Experience Model for Project Success | Designing design thinking driven operations | Scoop.it

We all want to be a part of compelling creative projects—projects that solve business problems and engage users through meaningful and valuable experiences. However, given tight budgets and timelines it's challenging to create genuinely innovative design, identify gaps in the process, and consider the variety of factors for effective user experience.


Via Mario K. Sakata
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What strategists need: A meeting of the minds | McKinsey & Company

What strategists need: A meeting of the minds | McKinsey & Company | Designing design thinking driven operations | Scoop.it
A unique gathering of strategists from academia, leading companies, and McKinsey debates the state of the discipline, with an emphasis on opportunities for innovation in a changing world. A McKinsey Quarterly article.
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