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World trends in service design – institute of design warsaw 2011
The document summarizes six world trends shaping the global environment: emerging markets gaining power, clean technology becoming competitive, global banking seeking transformation, governments enhancing ties with the private sector, rapid technology innovation creating a smart mobile world, and demographic shifts transforming the workforce. It then discusses how successful organizations embrace change by becoming customer-obsessed and focusing on innovation, value creation, and collaboration. Five world trends - useful, free, social, local, and personal - act as catalysts for new opportunities.
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World trends in service design – institute of design warsaw 2011
- 1. World Trends Service Design Stefan Moritz – Warsaw 2011 Warsaw, 14 December 2011
- 2. Six developments shapingour world 1. Emerging markets 2. Clean-tech 3. Global banking increase their becomes a seeks recovery 2 global power competitive through advantage transformation 4. Governments 5. Rapid technology 6. Demographic Stefan Moritz – Warsaw 2011 enhance ties with innovation creates shifts transform the private sector a smart, mobile the global world workforce
- 3. 3 Stefan Moritz – Warsaw 2011 erent. ations ago lif e was very diff J ust two gener
- 4. 4 “Why can’t we Stefan Moritz – Warsaw 2011 ” touch the TV?
- 5. “Technology is anything that didn’t exist before you were born.” ALAN KAY Stefan Moritz – Warsaw 2011
- 6. Change The worldis more complex and 6 connected than ever before. Stefan Moritz – Warsaw 2011
- 7. Change drivers Networks Choice Expectations 7 Stefan Moritz – Warsaw 2011 Access Alternatives Transparency
- 8. Some newcomers 8 Stefan Moritz – Warsaw 2011
- 9. 9 Stefan Moritz –Warsaw 2011
- 10. Stefan Moritz –Warsaw 2011
- 11. Stefan Moritz –Warsaw 2011
- 12. Start-up services 11 Stefan Moritz – Warsaw 2011
- 13. Start-ups – asinspiration 12 Stefan Moritz – Warsaw 2011
- 14. Start-ups – astools 13 Stefan Moritz – Warsaw 2011
- 15. A world of opportunity. Stefan Moritz – Warsaw 2011
- 16. How do successful organisations embracethis? Stefan Moritz – Warsaw 2011
- 17. Customer obsession “Empoweredcustomers are disrupting every industry; competitive barriers like manufacturing strength, distribution power, and information mastery can’t save you. In this age of the customer, the only sustainable 16 competitive advantage is knowledge of and engagement with customers. The successful companies will be customer-obsessed. Those that master the customer data flow and Stefan Moritz – Warsaw 2011 improve frontline customer staff will have the edge.” Forrester report, Competitive Strategy in the Age of the Customer
- 18. Customer obsession “Thesuccessful companies 17 will be customer-obsessed.” Stefan Moritz – Warsaw 2011 Forrester report, Competitive Strategy in the Age of the Customer
- 19. Starting points 18 Innovation Value creation Collaboration Stefan Moritz – Warsaw 2011
- 20. Five world trendsas catalyst 1. 2. 3. 19 Useful Free Social 4. 5. Stefan Moritz – Warsaw 2011 Local Personal
- 21. 1. Useful 20 Simplicity Care Help Stefan Moritz – Warsaw 2011 e.g. Paypal e.g. Zappos e.g. Tesco
- 22. http://www.tesco.ie/press/images/high/Tesco%20basket.JPG 1. Useful – Help TESCO 21 Stefan Moritz – Warsaw 2011
- 23. 2. Free 22 Convenience Freemium Trial Lock-in Stefan Moritz – Warsaw 2011 e.g. Gmail e.g. Dropbox e.g. Monty Python
- 24. 2. Free –Freemium 23 Stefan Moritz – Warsaw 2011
- 25. 3. Social 24 Feedback Connect Reputation Stefan Moritz – Warsaw 2011 e.g. Starbucks e.g. Patients like me e.g. Twelpforce
- 26. 3. Social –Connect 25 Stefan Moritz – Warsaw 2011
- 27. 4. Local 26 Deliver Adapt Empower Stefan Moritz – Warsaw 2011 e.g. Fresh Vegetables e.g. Ritz-Carlton e.g. NeighborGoods
- 28. http://img.timeinc.net/fortune/conferences/imeme/images/ritzcarlton_sanfrancisco.jpg Scenography workbooks 4. Local – Adapt THE RITZ-CARLTON HOTEL SAN FRANCISCO 27 Stefan Moritz – Warsaw 2011
- 29. 5. Personal 28 Open up Recommend Redesign Stefan Moritz – Warsaw 2011 e.g. Insurance boutique e.g. Amazon e.g. Bank experience
- 30. 5. Personal –bank experience 29 29 Stefan Moritz – Warsaw 2011
- 31. Two more inspirations SUBSCIRPTIONSERVICES POP-UP SERVICES Birchbox Cornish Grill Pop- 30 $10 monthly up 3 Course beauty Sunday Roast subscription with James Knappett in Farringdon Stefan Moritz – Warsaw 2011 Lollihop Coca Cola Pop-up Monthly taste Soda Bar in box of healthy Selfridges for six snacks, curated weeks for your lifestyle
- 32. “Not everything thatis desirable is feasible.” 31 Thomas J. Sargent “Not everything that is Stefan Moritz – Warsaw 2011 feasible is desirable.”
- 33. Thank you! 32 Stefan Moritz – Warsaw 2011 st_moritz stefan@plusMoritz.com