Designing service
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Designing  service
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,  just do it. You can follow this me on Facebook, Pinterest, Twitter and my blog via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so.
Curated by Fred Zimny
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After all those years Businesses still unclear which team should own customer experience #digital #cx

After all those years Businesses still unclear which team should own customer experience #digital #cx | Designing  service | Scoop.it
Chief marketing officers and other C-suite executives are unclear who should be in charge of the customer experience. This confusion is a key challenge for 30% of the UK and US marketers, CEOs and chief customer officers surveyed by software company Calabrio, which is having a significant impact on the experiences these businesses deliver. In the UK, for example, less…
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Samuel Pavin's curator insight, June 14, 6:42 AM
An easy answer here that keeps getting lost in nearly every company: EVERYBODY is responsible for the customer experience ! 
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Fjord: Designing a more approachable #government service #servicedesign

Fjord: Designing a more approachable #government service #servicedesign | Designing  service | Scoop.it
Agentur für Arbeit (BA), the German Federal Employment Agency and largest provider of labour market services in Germany, came to Fjord with a simple and straightforward (but at the same time, also challenging and transformative) request: “ We want a new website where everything is accessible within three clicks. The search function needs to just…
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Forrester: Just Published: The Forrester Wave™: Real-Time Interaction Management, Q2 2017

Forrester: Just Published: The Forrester Wave™: Real-Time Interaction Management, Q2 2017 | Designing  service | Scoop.it
I’m pleased to announce that we have just published The Forrester Wave™: Real-Time Interaction Management, Q2 2017. This evaluation includes 12 vendors that address RTIM, which Forrester defines as: enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints. Vendor capabilities…
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TechCrunch: Every company is a technology company, but most don’t behave like one #digital

TechCrunch: Every company is a technology company, but most don’t behave like one #digital | Designing  service | Scoop.it
In 2011, Marc Andreesen famously wrote a Wall Street Journal essay declaring that “software is eating the world.” Five years later, the five largest companies in the world by market capitalization are all software companies. However, in today’s information economy, Apple, Alphabet, Microsoft, Amazon, and Facebook are not the only important large technology companies. As…
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Recommended read: Simon Penny’s Six Years of In-House Service Design: A Retrospective |

Recommended read: Simon Penny’s Six Years of In-House Service Design: A Retrospective | | Designing  service | Scoop.it
I came to Service Design in 2010 and it was like a breath of fresh air. I started working in local government back in 2003 and spent a few years pinballing around various departments in data and performance roles. I worked on some interesting projects, but I didn’t always feel that what I was doing…
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Digitizing customer journeys and processes: Stories from the front lines | McKinsey & Company

Digitizing customer journeys and processes: Stories from the front lines | McKinsey & Company | Designing  service | Scoop.it
A compelling customer experience has evolved from a nice-to-have to a necessity in many industries. Winners use standout experiences to attract and retain business while reducing servicing costs and complaints. The rewards can be substantial, but execution is complex, requiring a complete reinvention of customer journeys and supporting processes. Read all: Digitizing customer journeys and…
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Mastering the Episodes That Count with Customers – Bain & Company

Mastering the Episodes That Count with Customers – Bain & Company | Designing  service | Scoop.it
Apple, eBay, ING Direct. It’s no coincidence that these companies enjoy enviable financial results, have growing bases of zealous customers and routinely deliver outstanding experiences to customers. Providing a great experience fosters deep advocacy and leads to strong economics because loyal customers tend to buy more, stay longer, refer their friends and cost less to…
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The Value of Design – Design Management Institute

The Value of Design – Design Management Institute | Designing  service | Scoop.it
      The Value of Design Much has been written lately about the strategic value that design can add to organizations of any scale and type. "Take it From an Expert:Design is More Important Than Ever"  Wired 3.17.2015 "Design InTech Report" John Maeda, Design Partner, KPCB 3.15.2015 "Design Gains Importance as Devices Get More…
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OLIVIER PENNING's curator insight, June 12, 1:13 PM
i like the quote 
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Reality Check: Will Customer Journey Analytics Be the Next CRM? – DMG Consulting LLC

Reality Check: Will Customer Journey Analytics Be the Next CRM? – DMG Consulting LLC | Designing  service | Scoop.it
When it comes to enterprise servicing strategies, a new contender seems poised to challenge an old but dependable stalwart. The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. CJA is now catching the market’s attention, but it’s actually been around for a few years. DMG Consulting defines…
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Data-Driven Transformation

Data-Driven Transformation | Designing  service | Scoop.it
Data-driven transformation is becoming a question of life or death in most industries. But initiatives to embed data in operations throughout a company often fail. This is because companies start by trying to reinvent their core IT systems—a multiyear effort that can run to hundreds of millions of dollars. Sadly, most of this money is…
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Report by @bains: How #digital is changing the face of the automative industry

Report by @bains: How #digital is changing the face of the automative industry | Designing  service | Scoop.it
https://issuu.com/fredzimny/docs/bain_report_changing_gears_2020 Digital technologies are causing disruption across the global automotive industry. From digital engineering and 3-D printing to smart sensors and the Internet of Things (IoT), digital is poised to disrupt automotive R&D, manufacturing, sales, marketing and post-purchase services. The sector will witness the emergence of new players, such as software and mobility platform providers…
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Digital Disruption: An Interview with Lisa Bodell of Futurethink – Futurethink

Digital Disruption: An Interview with Lisa Bodell of Futurethink – Futurethink | Designing  service | Scoop.it
The following is an edited transcript of Tom Martin’s interview with Lisa Bodell, founder and CEO of futurethink. The interview was conducted at ONE: The Alltech Ideas Conference. AUDIO | Tom Martin: As founder and CEO of futurethink, Lisa Bodell has transformed teams within organizations like Google, Novartis, Accenture, HBO, Cisco Systems, Citigroup, Merck, Fidelity, even the…
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Gallup Poll: Why Exactly Do People Quit Their Jobs?

Gallup Poll: Why Exactly Do People Quit Their Jobs? | Designing  service | Scoop.it
  The single biggest decision you make in your job—bigger than all the rest—is who you name manager. When you name the wrong person manager, nothing fixes that bad decision. Not compensation, not benefits—nothing. That’s what Clifton wrote in the summary accompanying Gallup’s 2013 “State of the American Workplace” employee engagement study. That quote is…
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Now available Pwc global #fintech report 2017

Now available Pwc global #fintech report 2017 | Designing  service | Scoop.it
  The pace of change in Financial Services seems only to be increasing – as does the urge for the industry to react. The forces shaping this change have led us to reconsider the role of finance, more as an “enabler” than a provider of financial products and services. Mobile money services have proven to…
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The Mandarin: Making #design work in the public sector |

The Mandarin: Making #design work in the public sector | | Designing  service | Scoop.it
Reduced risk and an increased chance of success … sounds good right? So what actually happens when public sector organisations adopt design approaches? TACSI share the lessons they learned through their work with governments across the country. Public sector professionals delivering reform confront a challenging dynamic of limited resources, short timeframes, stakeholders with conflicting views,…
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At last: Self-Service Government

At last: Self-Service Government | Designing  service | Scoop.it
Most Americans are increasingly accustomed to getting the information and services they need whenever, and wherever they want. Seamless, intelligent, and intuitive services enable people to easily order their favorite consumer products, conduct online banking, or request a car to take them where they want to go. These positive experiences shape their expectations as citizens.…
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Engineering a #human touch into a #digital future #custserv

Engineering a #human touch into a #digital future #custserv | Designing  service | Scoop.it
  The die is cast. We are marching inexorably into a new generation of digitally enabled customer experiences. There is no turning back. Estimates vary as to the number of customer service roles that will be replaced by bots, robots, cognitive technologies and artificial intelligence (AI). But commentators are agreed: we have reached an inflection…
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Do you agree? Stop All Social Media Activity (Organic) | Solve For A Profitable Reality – Occam’s Razor by Avinash Kaushik

Do you agree? Stop All Social Media Activity (Organic) | Solve For A Profitable Reality – Occam’s Razor by Avinash Kaushik | Designing  service | Scoop.it
  It is time to point out an ugly truth, and to be the brave person that you are, the intelligent rational assessor of reality that you are, and kill all the organic social media activity by your company. All of it. Seems radical, but let’s take it one step at a time. To give…
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Embracing Change: Ensure a Successful Digital Transformation – WalkMe Blog

Embracing Change: Ensure a Successful Digital Transformation – WalkMe Blog | Designing  service | Scoop.it
Widespread change in responsibilities and working patterns — scare your workforce. The fear factors can include: a perceived loss of control; uncertainty; the view that change is forced without prior knowledge or input; or that they won’t fit the new way of doing things and will fail to adapt. In the case of digital transformation, there…
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The expanding role of design in creating an end-to-end customer experience | McKinsey & Company

The expanding role of design in creating an end-to-end customer experience | McKinsey & Company | Designing  service | Scoop.it
Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will open enormous opportunities to build new businesses.Time was, a company could rely on a superior product’s features and functions to coast for a year or more before competitors could catch up. Or a well-honed service advantage could…
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Perpetual evolution: the management approach required for #digital #transformation

Perpetual evolution: the management approach required for #digital #transformation | Designing  service | Scoop.it
The enterprise architecture in traditional companies typically reflects a bygone era, when it was not necessary for companies to shift their business strategies, release new products and services, and incorporate new business processes at hyperspeed. Consider that until this decade, mobile devices, the Internet of Things, and big data and analytics platforms weren’t crucial for…
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Reimagining the role of telecommunications in the new mobility ecosystem | Deloitte University Press

Reimagining the role of telecommunications in the new mobility ecosystem | Deloitte University Press | Designing  service | Scoop.it
​Self-driving cars and flashy entertainment apps may get all the attention, but fast, reliable, omnipresent connectivity will be the backbone of the new transportation ecosystem. And that means that telecom companies will likely play as integral a role as any automaker, tech giant, or urban planner. Source: Reimagining the role of telecommunications in the new…
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Digital #Marketing and #IT: The Moment Has Come To Work Together |

Digital #Marketing and #IT: The Moment Has Come To Work Together | | Designing  service | Scoop.it
Marketing inevitably continues its metamorphosis into digital marketing and, consequently, adopts new technology. Its application portfolio is filling out, necessitating a larger integration to optimize its effectiveness. In order to continue evolving, digital marketing needs to be able to count on an IT department that anticipates its needs, advises it in its choices, and provides…
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BCG the digital marketing revolution has only just begun

BCG the digital marketing revolution has only just begun | Designing  service | Scoop.it
https://issuu.com/fredzimny/docs/bcg-the-digital-marketing-revolutio Digital marketing presents a tremendous opportunity to engage consumers, but precious few companies have realized its full potential. That’s not to say companies aren’t trying. In the US, spending on digital advertising in 2017 is on track to surpass spending on television advertising. Globally, certain markets devote more than 40% of their media advertising…
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Why Generation Z Should Be Included in Your Content Strategy [Infographic]

Why Generation Z Should Be Included in Your Content Strategy [Infographic] | Designing  service | Scoop.it
I'll admit it: I've always been a bit befuddled by the letters assigned to generations. In fact, I remember the day that I lamentably found out that I wasn't a member of Generation X. I had missed the mark by just a hair, and growing up in the 90s, learning that it wasn't me who…
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