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Design for Innovation

Design for Innovation | Designing design thinking driven operations | Scoop.it
To coincide with the UK government's innovation and research strategy for growth, the Design Council has published Design for Innovation, a document containing facts, figures and practical plans for growth.
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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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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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Johan blomkvist' thesis representing future situations of service. ...

This thesis describes prototyping in service design through the theoretical lens of situated cognition. The research questions are what a service prototype ...
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IDEO Brings Design Thinking to Fuqua - Duke's Fuqua School of Business

IDEO Brings Design Thinking to Fuqua - Duke's Fuqua School of Business | Designing design thinking driven operations | Scoop.it
RT @DukeFuqua: The designers of Apple’s first mouse teach students innovation http://t.co/RgT11RmsIU Thank you @ideo!
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The Best CRM: New vs Old [INFOGRAPHIC]

The Best CRM: New vs Old [INFOGRAPHIC] | Designing design thinking driven operations | Scoop.it
Customer relationship management (CRM) is nothing new, but the ways in which sales teams can utilize the platform has evolved significantly. In the past, it was one-way data. Today, data is social and sharable.
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Do Your Employees Need A Customer Care Management Degree?

Do Your Employees Need A Customer Care Management Degree? | Designing design thinking driven operations | Scoop.it
Do Your Employees Need A Customer Care Management Degree?: Navigating today’s consumer marketplace ... http://t.co/zvWTTy3aKJ #crm #news
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Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms

Transformation: Brief Exploration Of Two Radically Distinct Customer Experience Paradigms | Designing design thinking driven operations | Scoop.it

What Is The Context For This Conversation?

I am following the lead taken by Dawna MacLean in her recent post on encouraging businesses to become more human. It occurs to me she is a brave lady worthy of admiration and respect. I dedicate this post to her, in service of the stand she is taking and the possibility that she is living from and into.

There are many actions that I regret. Few bring me shame. One in particular is etched within me despite it occurring ‘a lifetime ago’. I reckon I was 14 at the time, walking, alone, on my way into the town centre. I am stopped by an old lady, she has a walking stick, she tells me she is lost, she asks for directions. I draw closer to hear-understand what she is saying. She smells! I tell her that she need to turn around. I tell her she is only ten minutes walk from her destination. And I spell out the directions – twice.

A voice speaks to me along the following lines: “Take her hand, walk her there, it is even on your way somewhat. Without your help she will struggle.” Another voice speaks: “She smells awful! You are in a hurry and it will take ages to take her there. You have given her what she asked for. She’ll be fine.” I listen to the second voice, leave her to make her own way, and I walk into town. I cleaned up a lot of history whilst participating in Landmark Education. And that is one that I never got to clean up. If that old lady were here today, I’d ask for her forgiveness.

Why am I sharing this with you? So that you have the context from which to make sense of what I speak-write. I write is not to help you make it: sell more, be more successful, obtain higher status, live happily ever after. I write to open eyes, unblock ears, touch hearts. I write to encourage-facilitate a shift of worldview. I write from the possibility of meaningful-fulfilling human lives and the possibility of a ‘world that works for all, none excluded’. Arguably a world that works must include meaningful-fulfilling human lives. And such a world has plenty of space for businesses that do great by doing good: enriching human lives, and life as a whole.

 


Via Russ Merz, Ph.D., Rosetta Carrington Lue
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Russ Merz, Ph.D.'s curator insight, April 16, 7:25 AM

This article outlines a paradigm shift that may be occurring in customer experience practice. What do you think?

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Design Thinking The Steve Jobs Way « Oishii Creative-dare to ...

Design Thinking The Steve Jobs Way « Oishii Creative-dare to ... | Designing design thinking driven operations | Scoop.it
Design Thinking The Steve Jobs Way. Image via successfulworkplace.org. Humans innovate. We are wired and curious seekers. And when it comes to work, we are, it seems, inexorably driven to tinker and improve the patterns, people and ...
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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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Google’s Next Big Conference Is About Design

Google’s Next Big Conference Is About Design | Designing design thinking driven operations | Scoop.it
Google plans to focus on design at Google I/O, the developers' conference that draws thousands of software engineers each year. (.
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Customer experience is the most exciting opportunity for marketers [infographic]

Customer experience is the most exciting opportunity for marketers [infographic] | Designing design thinking driven operations | Scoop.it
Customer experience represents the single most exciting opportunity for businesses this year, according to our 2014 Digital Trends Briefing.
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Make the Customer the Focus of Online Experiences

Make the Customer the Focus of Online Experiences | Designing design thinking driven operations | Scoop.it
Nearly seven in 10 customers have had an unsatisfactory e-commerce experience in the past year, according to a new Forrester Wave on customer service solutions. That's a disturbing and eye-opening statistic, noted Kate Leggett, primary author...
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Technology Isn’t The Only Answer to Digital Disruption

Technology Isn’t The Only Answer to Digital Disruption | Designing design thinking driven operations | Scoop.it
What’s the difference between disruptive tech and that of emergent or innovative technology? (Brian Solis is principal analyst at Altimeter Group, a research firm focused on disruptive technology. He’s also...
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How Design Can Save a Reputation | Design Thinking

How Design Can Save a Reputation | Design Thinking | Designing design thinking driven operations | Scoop.it
A few months ago, I wrote a post about five technologies in need of design makeovers in 2014. I'm happy to report my colleagues at IDEO.org, working with a group of NGOs and health and tech industry collaborators, have ...
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Why Design Thinking Is The Thing In Business Schools | CEOS are ...

Why Design Thinking Is The Thing In Business Schools | CEOS are ... | Designing design thinking driven operations | Scoop.it
That's Anna Kirkpatrick, a just-minted MBA graduate from the University of Technology, Sydney, telling me about her experience with design thinking – an approach to creating and building new business ventures, which is the ...
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