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The 9 Hottest Trends In HR Technology ... And Many Are Disruptive

The 9 Hottest Trends In HR Technology ... And Many Are Disruptive | Designing  services | Scoop.it
I just completed several weeks of HR conferences (four vendor conferences, the HR Technology Conference, SuccessConnect, and LinkedIn TalentConnect) and want to share some insights on key directions in HR technology.

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Designing  services
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 services

Designing services | Designing  services | 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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Sneaky's comment, June 25, 10:42 AM
super article
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Putting the ‘Relationship’ Back Into CRM

Putting the ‘Relationship’ Back Into CRM | Designing  services | Scoop.it
There are three important ways in which customer relationship management (CRM) practices often fail.
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Research: Technology Is Only Making Social Skills More Important

Research: Technology Is Only Making Social Skills More Important | Designing  services | Scoop.it
Technical skills are easier to automate.
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Why UX is not about design | UX | Creative Bloq

Why UX is not about design | UX | Creative Bloq | Designing  services | Scoop.it
User experience doesn't start with design, but informs it, explains Patrizia Bertini of Wipro Digital.

Via Patrizia Bertini
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Patrizia Bertini's curator insight, September 4, 2:08 PM

Good UX incorporates a deep and thorough understanding, an in-depth view of exactly who users are. This involves their behaviours, attitudes, expectations, latent needs and mental models.

In short, it requires research through product testing, hands-on experiences, focus groups, ethnographic studies, and data analysis. A successful UX project starts and ends with research and is characterised by a genuine and on-going interaction with people.

 
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How data analytics helps managers be more effective

How data analytics helps managers be more effective | Designing  services | Scoop.it

Big data analysis is helping organizations better analyze their customers, predict the competitive landscape and suss out emerging trends before they go mainstream -- all of which helps companies maintain a competitive edge. But turn the lens inward, and big data can also be a competitive advantage by helping managers sharpen focus on hiring, retention, compensation and developing top talent.

Which candidate should I hire? Who should I promote? Who's going to leave the company within the next few months?


Via Fouad Bendris, Edward Chenard
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Fouad Bendris's curator insight, September 3, 9:58 AM

Big data is helping managers more effectively hire and retain top talent, reduce turnover, and improve diversity in the workplace ...

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How the Digital Revolution was Captured

How the Digital Revolution was Captured | Designing  services | Scoop.it
How is it that with the digital revolution, wealth creation is growing, but social inequality is growing as well? It’s because digital technology has been applied to a society that is grossly unequal.
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Analysis of Gartner’s “8 building blocks for the digital workplace”

Analysis of Gartner’s “8 building blocks for the digital workplace” | Designing  services | Scoop.it
Gartner’s “Eight Building Blocks for the Digital Workplace” offers a thoughtful analysis and includes many important strategic topics. This first major foray by Gartner into digital workplace strategy, however, somewhat resembles a list of trends and has a few important gaps.
As pioneers of
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Infographic: What's the impact of a bad customer experience? | MyCustomer

Infographic: What's the impact of a bad customer experience? | MyCustomer | Designing  services | Scoop.it

SDL investigated the perceptions and behaviours of 2,784 consumers across nine countries and three generations to bring you fresh insights.

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CSL's curator insight, September 3, 7:55 PM

Infographic that depicts the ramifications of poor customer experience.

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State of the Customer Experience Industry

State of the Customer Experience Industry | Designing  services | Scoop.it
A look at the state of the customer experience landscape from the perspective of CX industry vendors, analysts, and professionals.
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CSL's curator insight, September 2, 6:37 PM

Interesting article on the current landscape of the customer experience industry.

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5 Questions to Help Improve Customer Experiences

Learn more about your customers than ever before and provide them with a better customer experience. Start by asking these 5 questions.
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Is Your Brand Making Promises Your Experience Can’t Deliver? - Brand Quarterly

Is Your Brand Making Promises Your Experience Can’t Deliver? - Brand Quarterly | Designing  services | Scoop.it
A brand makes a promise to its customers, your customer experience keeps that promise – but the issue is many times it doesn’t, as the branding team and the operations team are in different silo’s.  Brand managers know that making ...
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Another Internet of Things (IoT) Market Ecosystem Map

Another Internet of Things (IoT) Market Ecosystem Map | Designing  services | Scoop.it
I wanted to gain a better understanding of the Internet of Things market and how all of the different players fit togeth…

Via Mario K. Sakata, Michael Allenberg
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Big Data Analytics, Mobile Technologies And Robotics Defining The Future Of Digital Factories

Big Data Analytics, Mobile Technologies And Robotics Defining The Future Of Digital Factories | Designing  services | Scoop.it
47% of manufacturers expect big data analytics to have a major impact on company performance making it core to the future of digital factories.
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How CMOs Are Spending Across The Customer-Buying Cycle

How CMOs Are Spending Across The Customer-Buying Cycle | Designing  services | Scoop.it
more than half of marketers plan to boost marketing budgets, and content is making up the biggest piece of the pie, according to a new study by ibm.
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Putting the ‘Relationship’ Back Into CRM

Putting the ‘Relationship’ Back Into CRM | Designing  services | Scoop.it
There are three important ways in which customer relationship management (CRM) practices often fail.
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Using technology to enrich experience, not replace people | The Enterprisers Project

Using technology to enrich experience, not replace people | The Enterprisers Project | Designing  services | Scoop.it
If you had worked your entire career in the consumer loan business and then joined a mortgage company, it wouldn’t take you long to realize that the former is a direct business and the latter is a relationship business.
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Digital Transformation: Empower your Organization to win in networked Markets

Digital Transformation: Empower your Organization to win in networked Markets | Designing  services | Scoop.it
Digital Transformation: Empower your Organization to win in networked Markets
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Shifting tides: Global economic scenarios for 2015–25 | McKinsey & Company

Shifting tides: Global economic scenarios for 2015–25 | McKinsey & Company | Designing  services | Scoop.it
Are we in for a bumpy ride? How bumpy? And for how long? A McKinsey & Company article.
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Designers Should Design, Coders Should Code

Designers Should Design, Coders Should Code | Designing  services | Scoop.it
Here's why you need someone who understands code but doesn't necessarily live in it.

Via Mario K. Sakata
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Demystifying the Language of Service Design

Demystifying the Language of Service Design | Designing  services | Scoop.it
Service design has its own set of tools and language, as with any discrete discipline.
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Hard Facts About the Soft Side of Customer Experience: Emotion | MyCustomer

Hard Facts About the Soft Side of Customer Experience: Emotion | MyCustomer | Designing  services | Scoop.it
Understanding what your customers feel and why they do gives you an advantage that will be very difficult for competitors to copy.
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Gartner Survey Shows Digital Business Leaders Are Pulling Ahead of the Pack

Gartner Survey Shows Digital Business Leaders Are Pulling Ahead of the Pack | Designing  services | Scoop.it
A widening gap is forming between organizations already undertaking digital business initiatives versus those only in the planning stage, according to a recent study by Gartner, Inc.
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Overcoming obstacles to digital customer care | McKinsey & Company

Overcoming obstacles to digital customer care | McKinsey & Company | Designing  services | Scoop.it
Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction. Yet it’s easier said than done. A McKinsey & Company article.
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Stefano Manca's curator insight, September 1, 8:32 AM

The secret for a true digital customer care is to make a better use of technology that is already here:

Analytics

Automation

Artificial intelligence 

 

Xerox Services has a solution for Breaking the Cusomer Care model 

see at URL

https://www.xerox.com/en-us/services/customer-care/insights/models

CSL's curator insight, September 1, 8:01 PM

Although e-care can lower costs and increase customer satisfaction, there are still many obstacles for companies to adopt this version of customer care. This article is a great description of the benefits, as well as the obstacles, for companies adopting e-care. 

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Continuum – 5 Traits of Seinfeld’s “Hipster Service” and What it Says about Service Design

Continuum – 5 Traits of Seinfeld’s “Hipster Service” and What it Says about Service Design | Designing  services | Scoop.it
.@thinkers50 No choice but to bring out the #hipsterservice content: http://t.co/LxUgsD0NaS
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The Company Cultures That Help (or Hinder) Digital Transformation

The Company Cultures That Help (or Hinder) Digital Transformation | Designing  services | Scoop.it
The five toughest obstacles.
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How Social Media Impacts Customer Experience (and Vice Versa!)

How Social Media Impacts Customer Experience (and Vice Versa!) | Designing  services | Scoop.it
Dan Gingiss, who presented this talk on social customer service at The Social Shake-Up this year, currently co-hosts a podcast with Dan Moriarty on Social Media Today called “Focus on Customer Service...
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Stefano Manca's curator insight, August 31, 4:45 AM

By 2020 analysts say there will be only one differentiator

Forget about product, forget about price...

It's alla bout Customer Experience