Service Design Thinking
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Architectural Innovation: Taking control of the value chain

Architectural Innovation: Taking control of the value chain | Service Design Thinking | Scoop.it


Architectural innovations are often what customers do not see immediately but there are core of any good strategy. While in the last years we saw a trend toward concentration on core activities like marketing and branding, some companies take the opposite route. And that is good.


Via Thomas Menk
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Service Design Thinking
Service Design Thinking
Marketing ist Transaktionsprozessdesign
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CIOs Must Become Design Thinkers - CMSWire

CIOs Must Become Design Thinkers - CMSWire | Service Design Thinking | Scoop.it
CIOs Must Become Design Thinkers CMSWire Design thinking is a mindset, an intentional way of thinking, doing and making that resembles the approach taken by the designers and artists who question the norms to design the way forward in VUCA...
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Digital Tools for Service Design

Digital Tools for Service Design | Service Design Thinking | Scoop.it
Another collection of (Service) Design Tools. This time digital ones ;-) I like how many of those one can find online nowadays! (Digital Tools for Service Design - Another collection of (Service) Design Tools.
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Service Design In(no)vasion | NEXT Berlin

Service Design In(no)vasion | NEXT Berlin | Service Design Thinking | Scoop.it
Alexander Baumgardt, Educator & Management Consultant, California College of the Arts, appeals the audience at NEXT13 to “go out and cross-pollinate with academic practices” because they can provide amazing insights.
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When [Old Design Thinking] LOVE is Not Enough

Created by GK VanPatter & the NextD team as part of the ReRethinking Design Series of sensemaking models 2005-2013. For more models see NextDesign Geographies.
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NEXT Service Design 2013

NEXT Service Design 2013 | Service Design Thinking | Scoop.it
Secure your personal 2for1 voucher for NEXT Service Design 2013 in Berlin. Available until tomorrow. http://t.co/aMXPCYMMa0 #sd13
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Marketing Automation + Customer Engagement Management Drives SaaS Revenue

Marketing Automation + Customer Engagement Management Drives SaaS Revenue | Service Design Thinking | Scoop.it
Proactively manage retention, reduce unexpected churn and identify upsell opportunities using customer intelligence and automation.
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Design in Service: Crafting the Citizen Experience - Experientia

Design in Service: Crafting the Citizen Experience - Experientia | Service Design Thinking | Scoop.it
Many agree that a combination of factors – a demand for better user experience, the rise of ubiquitous technologies and more readily accessible datasets – present the conditions necessary for a more enjoyable life as a ...
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4th Annual Customer Experience Management Summit 2013 | October 8th | clocate.com - Conferences and Exhibitions

4th Annual Customer Experience Management Summit 2013 | October 8th | clocate.com - Conferences and Exhibitions | Service Design Thinking | Scoop.it
4th Annual Customer Experience Management Summit 2013 will be held in Berlin, Germany on October 8th.
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Design Thinking: Meine Erfahrungen mit der Co-Creation | Social ...

Von Montag bis Donnerstag stellten sich mehrere so genannte Experten (wir fühlten uns gar nicht so, sondern nur als Teil eines dynamischen Ganzen) beim von Cortal Consors initiierten Design Thinking Workshop dem ...
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Customer-Journey: Warum Ein-Klick-Ketten noch kein Grund zum ...

Customer-Journey: Warum Ein-Klick-Ketten noch kein Grund zum ... | Service Design Thinking | Scoop.it
Doch solche Ein-Kontaktpunkt-Ketten sind nicht immer der Weisheit letzter Schluss. Warum Ein-Kontaktpunkt-Ketten nicht zwingend ein Grund zur Freude sind, das erläutert Wolfgang A. Buescher, Head of Business Analytics bei intelliAd.
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Überdurchschnittlich guter Service - Nordwest-Zeitung

Überdurchschnittlich guter Service - Nordwest-Zeitung | Service Design Thinking | Scoop.it
Überdurchschnittlich guter Service Nordwest-Zeitung Wiefelstede Regelmäßig werden die Tourist-Informationen kontrolliert: Alle drei Jahre wird geprüft, ob die Service-Center in den Städten und Gemeinden es auch verdienen, das große, weithin...
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Get Ready for a Journey: Customer Experience is Changing

Get Ready for a Journey: Customer Experience is Changing | Service Design Thinking | Scoop.it
This is a post about going from good to best. Plenty of companies have gotten the message that customer experience matters.
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Geert Antheunis's curator insight, June 10, 2013 8:28 AM

Another great insight on Customer Journeys and the value you can derive from them.

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Design Thinking In-Action: Talking Design Thinking: Communicating Ideas (1)

Design Thinking In-Action: Talking Design Thinking: Communicating Ideas (1) | Service Design Thinking | Scoop.it
design thinking talk, video, communicating ideas (RT @pilarsaura_v: Investigating creative communication: My first video ever...
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The Understated Back-End of the Business Model Canvas.

The Understated Back-End of the Business Model Canvas. | Service Design Thinking | Scoop.it
So we all know a standard company balance sheet has three parts: assets, liabilities and ownership equity. The accounting equation states assets and liabilities are known as equity or net worth and...
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Service Design Training

Service Design Training | Service Design Thinking | Scoop.it
This course will give you a hands-on understanding of the key principles and practices within Service Design as well as helping you to place it firmly in context, clarifying its role alongside long standing disciplines such as marketing and...
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Design Thinking workshop: urban mobility

Design Thinking workshop: urban mobility | Service Design Thinking | Scoop.it
We plan to hold DesignAction.bdg, an international conference/workshop on Design Thinking, but not all of us have a design background, nor are familiar with conventional design process, and most of...
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The Innovation Canvas - A Tool to Develop Integrated Product Designs and Business Models: American Society for Engineering Education

The #Innovation Canvas merges design and market thinking. The recently presented ASEE paper is available here : http://t.co/UZhbAjx8To
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The Customer Experience Journey

The Customer Experience Journey | Service Design Thinking | Scoop.it
I'm thrilled to announce that we just published a new Forrester report called The Customer Experience Journey. This is the culmination of several months of research where I looked into how companie...

Via Rosetta Carrington Lue
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Rosetta Carrington Lue's curator insight, July 1, 2013 5:13 PM

Love the graphic display of the five stages of the customer experience journey.

Geert Antheunis's curator insight, July 2, 2013 4:16 AM

Or in other words: you need a model to optimise CX. 

We have developed an optimisation model for Customer Interactions. Would be nice to study how those 2 interact...

Hans-Juergen Schmolke's curator insight, October 23, 2015 11:46 AM

Wem derzeit noch nicht klar ist, dass am Ende eines erfolgreichen Customer-Experience-Programms der Kunde in das Unternehmen "eingebettet" sein wrid, dem wird hier gezeigt, warum das zwingend so ist. Hilft uns diese Einsicht heute? Vielleicht hilft sie Forrester als Autoren der Studie, die ihr zugrunde liegt. Aber eine gute Hypothese hilft zumindest der Diskussion. 

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Forrester: How Do You Measure Great - or Bad - Customer Experience?

Forrester: How Do You Measure Great - or Bad - Customer Experience? | Service Design Thinking | Scoop.it
The three levels of customer experience, from a new Forrester report. It’s a given these days that companies need to deliver successful customer experiences (CX) in order to survive -- but how can you measure this kind of success?
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Adventures in Design Thinking: Can we really plan NOW?

Adventures in Design Thinking: Can we really plan NOW? | Service Design Thinking | Scoop.it
The summer is upon us. Our classrooms are quiet, and swimming pools are full. However, if you're like me, you're probably thinking about next year. The summer... it's a natural time to plan and design lessons...
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How You Can Use Customer Relationship Managemen...

How You Can Use Customer Relationship Managemen... | Service Design Thinking | Scoop.it
The CRM software tools used today are useful for things other than just making sales.
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Bankstil: Design Thinking bei der Hello Bank!

Design Thinking bei der Hello Bank! Lothar Lochmaier berichtet auf seinem Blog über seine Eindrücke vom Hello Co-Creation Workshop zur Bank von morgen, der vergangene Woche in Berlin stattfand. Während der Lektüre ...
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Neuerscheinung: Das unternehmerische Unternehmen - Effectuation

Neuerscheinung: Das unternehmerische Unternehmen - Effectuation | Service Design Thinking | Scoop.it
Im Juli 2013 erscheint die erste deutschsprachige Veröffentlichung zu Effectuation in etablierten Unternehmen. An den Beispielen von IBM, Giesecke & Devrient, BMW, Zühlke und 3M werden die Prinzipien von Effectuation ...
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Verkaufen - Anne M. Schüller (Top-Managementberaterin): „'Touchpoints' ist das neue Buzzword im Marketing“

Die Expertin für Touchpoint Management, Anne M. Schüller, steht uns im marketingfish-Interview Rede und Antwort.
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Designing transactions — Government Service Design Manual

Designing transactions — Government Service Design Manual | Service Design Thinking | Scoop.it
Designing Transactions http://t.co/aaGYGzy5ov #ServiceThinking via @GOVUK
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