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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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Voice of the Customer Programs Don't Deliver Enough Value - 1to1 Media (blog)

Voice of the Customer Programs Don't Deliver Enough Value - 1to1 Media (blog) | Designing design thinking driven operations | Scoop.it
Voice of the Customer Programs Don't Deliver Enough Value1to1 Media (blog)So I did just that: I surveyed our Global Customer Experience Peer Research Panel about their VoC programs.
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How to manage and overcome the risks inherent to the retail industry - Smart Business Network

How to manage and overcome the risks inherent to the retail industry - Smart Business Network | Designing design thinking driven operations | Scoop.it
Smart Business NetworkHow to manage and overcome the risks inherent to the retail industrySmart Business NetworkFailure to retain top talent and, therefore, manage crime, theft, fraud and employee dishonesty.
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Design & Thinking: A film about design thinking at PAIFF - andrewchen

Design & Thinking: A film about design thinking at PAIFF - andrewchen | Designing design thinking driven operations | Scoop.it
My little town is having a film festival over the next couple days, and I noticed this movie on design called Design & Thinking. I included the description below, but it features folks design luminaries from IDEO, Smart Design, ...
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Oct 5 – Designing Value Event – Finnish Dutch Trade Guild » Program

Oct 5 – Designing Value Event – Finnish Dutch Trade Guild » Program | Designing design thinking driven operations | Scoop.it
Oct 5 – Designing Value Event & 25 years Finnish Dutch Trade Guild!
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Is the Importance of Customer Experience Overinflated? - Business 2 Community

Is the Importance of Customer Experience Overinflated? - Business 2 Community | Designing design thinking driven operations | Scoop.it

Companies rely on customer experience management (CEM) programs to provide insight about how to manage customer relationships effectively to grow their business.

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The Power of Design, the Power of Ideas - Website Development ...

The Power of Design, the Power of Ideas - Website Development ... | Designing design thinking driven operations | Scoop.it
Great design has become such a competitive advantage that companies must understand what it means to employ “design thinking” - a way of examining problems and coming up with creative solutions. Design thinking is ...
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Completing the Social Business Transformation: A Manifesto - Forbes

Completing the Social Business Transformation: A Manifesto - Forbes | Designing design thinking driven operations | Scoop.it
The culmination of Social Business will be a new paradigm that changes how knowledge is captured, how processes are designed, how applications are created, and how work gets done. This article is a manifesto for completing the transformation.

Via Sebastian Thielke
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Focus On Customer Experience To Navigate Digital Disruption | CustomerThink

Focus On Customer Experience To Navigate Digital Disruption | CustomerThink | Designing design thinking driven operations | Scoop.it
RT @SAPSocialOD: Focus On Customer Experience To Navigate Digital Disruption - http://t.co/K9mqgldi @waband @CustomerThink #SAP #social #in...
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The Radical Transformation Of Customer Service

The Radical Transformation Of Customer Service | Designing design thinking driven operations | Scoop.it
 I spent the last three months researching breakthroughs in customer service to prepare for a workshop I recently delivered for a global technology firm. I interviewed Harvard professors, read books, and spoke to forward-thinking CEOs.
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Leveraging Feedback in Multi-Unit Retail - Destination CRM

Leveraging Feedback in Multi-Unit Retail - Destination CRM | Designing design thinking driven operations | Scoop.it

Multi-unit retailers understand that retail success and great customer experiences go hand-in-hand.

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Journeys modelling, experience mapping and so on

Journeys modelling, experience mapping and so on | Designing design thinking driven operations | Scoop.it
Collecting examples of journey modeling, experience mapping, customer journeys, or whatever you want to call it - documents that explore a long-term relationship between an individual and a system, service, product, brand, or organization.
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The Difference Between Customer Service and Customer Experience

The Difference Between Customer Service and Customer Experience | Designing design thinking driven operations | Scoop.it
Every once in a while someone will ask, “What's the difference between customer service and customer experience?” My answer used to be easy. Customer.
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Book Review: Learn How to Lead With Story

Book Review: Learn How to Lead With Story | Designing design thinking driven operations | Scoop.it
Who doesn’t love a good story?! Over the past year, we’ve heard about the role that storytelling plays in social business, whether it helps connect with customers, relate to employees or otherwise promote your company in the global marketplace..
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HR Should Be More Involved in Customer Experience - Credit Union Times

HR Should Be More Involved in Customer Experience - Credit Union Times | Designing design thinking driven operations | Scoop.it
HR Should Be More Involved in Customer ExperienceCredit Union TimesAlthough most human resources professionals understand engaging employees leads to a better customer experience, only 15% report significantly helping in that area, according to a...
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3 customer experience steps that always fall short - Business Insider

3 customer experience steps that always fall short - Business Insider | Designing design thinking driven operations | Scoop.it
3 customer experience steps that always fall shortBusiness InsiderDoes everybody have this problem?
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Oct 5 – Designing Value Event – Finnish Dutch Trade Guild » Program

Oct 5 – Designing Value Event – Finnish Dutch Trade Guild » Program | Designing design thinking driven operations | Scoop.it
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"I see no reason why CMOs shouldn't also take customer experience under their ... - Marketing Week

"I see no reason why CMOs shouldn't also take customer experience under their ... - Marketing Week | Designing design thinking driven operations | Scoop.it

Should chief marketing officers really aspire to be CXOs?

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Leadership in an age of social media | Rich's Management Blog

Leadership in an age of social media | Rich's Management Blog | Designing design thinking driven operations | Scoop.it
Your company needs a robust, customer-facing social media presence to engage the millions of potential customers who connect to Facebook, Twitter and other online apps every day. This new open environment requires a new, more open ...
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Unleashing Enterprise Social Knowledge to Create a Better Customer

Unleashing Enterprise Social Knowledge to Create a Better Customer | Designing design thinking driven operations | Scoop.it
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Why a bank analyst found no payoff in customer experience | Beyond Philosophy

Why a bank analyst found no payoff in customer experience | Beyond Philosophy | Designing design thinking driven operations | Scoop.it
A recent article in the New York Times by Nathaniel Popper presents what looks like a tricky problem for customer experience experts. The article “Bank Analyst Sees No Payoff in a Customer-Friendly Focus” tells the story of Richard X.
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Analytics: Tap into Data to Build Real Customer Relationships

Analytics: Tap into Data to Build Real Customer Relationships | Designing design thinking driven operations | Scoop.it
With the explosion of big data, most businesses are acutely aware that they are sitting on a mountain of untapped data, struggling to get an in depth view of the customer.
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One in five use social media for customer service: survey

One in five use social media for customer service: survey | Designing design thinking driven operations | Scoop.it
Long gone are the days of waiting on the phone to reach a representative.
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How to Make Things Work Better Using Emotional Design

How to Make Things Work Better Using Emotional Design | Designing design thinking driven operations | Scoop.it
Have you ever thought why people like a particular thing, but not another one? The philosophy of emotional design was created in order to understand the human vision of the world of things and its reflection in design.
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Social Business Design

Social Business Design | Designing design thinking driven operations | Scoop.it

Social business design – adopting the use of social technology, flattening corporate structure and shifting towards less siloed operational models – helps organizations achieve business objectives as the marketplace becomes more...

By Mark Smiciklas. http://bit.ly/RjrLQ4

Source. http://bit.ly/RjsO2m


Via maxOz, tobibiko, Tom Van Looy
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Service Design Inspiration

Service Design Inspiration | Designing design thinking driven operations | Scoop.it
Service Design Inspiration http://pinterest.com/mopland/service-design-inspiration/ (Service Design Inspiration http://t.co/UeIru0UP...)...
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