Digital will be on the business agenda for the foreseeable future. Using service design thinking can bring another level of capabilities to organisations by bringing in the crucial human perspective that makes any digital endeavour more relevant.
Humanising Technology to Improve Customer Experience Livework Studio
In this presentation you will find a framework that will show you how to humanise technology through a service design process that balances the needs of the business, the customer and the organisation.
Digital business transformation- IT StrategyTushar Sharma
A Study of Digital Business Transformation which is the need of the hour in the IT industry. It also showcases the need for B2B platform for a business transformation.
“Digital Transformation: Going Beyond Buzzwords” - ConveyUX Boston 2019 Keyno...Jaime Levy Consulting
Digital Transformation is not about applying the latest trending technology to your company’s value proposition out of fear of falling behind. Instead, it’s an overarching strategy with measurable milestones for reshaping the way that the business runs in order to provide a better customer experience. This requires senior leadership, product owners and cross-functional teams to evolve their corporate culture into one where collaboration, rapid experimentation, and process optimization is the norm. This talk provides a theoretical foundation along with practical techniques for the implementation of real Digital Transformation.
Which Innovation Framework do you use, the 10 types of innovation or the busi...Heather McQuaid
Which innovation framework, the 10 types of innovation or the business model canvas, is more useful in helping people realise that 'innovation' isn't just about a product (or service)? I was surprised that no one had published (or at least made freely available) a comparison of the 10 types of innovation and the 9 building blocks of the business model canvas. So I attempted a mapping and here's what I found.
Humanising Technology to Improve Customer Experience Livework Studio
In this presentation you will find a framework that will show you how to humanise technology through a service design process that balances the needs of the business, the customer and the organisation.
Digital business transformation- IT StrategyTushar Sharma
A Study of Digital Business Transformation which is the need of the hour in the IT industry. It also showcases the need for B2B platform for a business transformation.
“Digital Transformation: Going Beyond Buzzwords” - ConveyUX Boston 2019 Keyno...Jaime Levy Consulting
Digital Transformation is not about applying the latest trending technology to your company’s value proposition out of fear of falling behind. Instead, it’s an overarching strategy with measurable milestones for reshaping the way that the business runs in order to provide a better customer experience. This requires senior leadership, product owners and cross-functional teams to evolve their corporate culture into one where collaboration, rapid experimentation, and process optimization is the norm. This talk provides a theoretical foundation along with practical techniques for the implementation of real Digital Transformation.
Which Innovation Framework do you use, the 10 types of innovation or the busi...Heather McQuaid
Which innovation framework, the 10 types of innovation or the business model canvas, is more useful in helping people realise that 'innovation' isn't just about a product (or service)? I was surprised that no one had published (or at least made freely available) a comparison of the 10 types of innovation and the 9 building blocks of the business model canvas. So I attempted a mapping and here's what I found.
Digital Transformation: Embracing the new digital realityEduserv
Tim Cockle, Head of Digital Services at Eduserv, talks about embracing digital at the CharityComms Digital Transformation event. Tim looks at the drivers for digital transformation, the different forms of digital transformation and the journey to achieving true digital transformation within charities.
Digital transformation in practice. A case study of change.Boldare
Digital Transformation is a change that affects the whole system, the whole organization.
The biggest implementation challenge of a digital transformation isn’t a lack of the right technology, it’s a lack of digital culture and skills in the organization.
You cannot change the culture of your organization directly. Then you have to put a conscious impact on key organizational elements to influence the culture:
- Programmes like strategy, policies, and approach;
- Personnel;
- Communication Channels, and an observation of how these changes affect the culture.
Generally, you can start with a small step and you can always turn to us to find it.
--
Join Boldare's newsletter to learn about a C-level point of view on user-centered design, software outsourcing services and the future of business.
Subscribe now --> https://go.boldare.com/newsletter-slideshare/
--
The Digital Customer Experience: Why the Future of the Communications Industr...Brian Solis
Brian Solis and amdocs explore the impact of connected customers on the traditional funnel and the need for designing digital customer experiences (DCX). Today’s customers don’t think in terms of channels nor do they see departments. Digital customers simply want to interact with service providers in a consistent manner — wherever, whenever, and via whatever device they’re using. Even though the customer is changing, business models and approaches aren’t keeping up. Operators are not fully equipped technologically or philosophically to personalize customer touchpoints based on behaviors.
How do branding and service design fit together? While one concept manages expectations, the other manages experiences. Combining both approaches allows creating brand experience for the benefit of customers as well as for companies. The concept of ‘Brand Services’ are “give-away services” that address relevant user needs and at the same time convey a brand message. In this talk and hands-on exercise, Christian Vatter shows how creating value for people and promoting business goes hand-in-hand.
Christian Vatter is user psychologist and brand consultant. He founded Rlevance Consulting, a human centered business consultancy with a specialty in creating meaningful brands and value-adding customer experiences. In his work he often combines service design with branding techniques to create sustainable bonds with customers. He wrote various articles on this topic and speaks at international conferences.
These are slides I used to keynote the inaugural MarTech Delhi event in India. It covers the topic of CX (Customer Experience) and provides practical advice to build a roadmap and strategy for your organization.
Digital Transformation Case Study | anynines anynines GmbH
The slides are part of our talk about the "Digital Transformation Case Study" held by CEO of anynines - Julian Fischer (Twitter: @fischerjulian) - at the Pivotal Digital Transformation Forum 2016 in Istanbul.
Contact Center of the Future: Smart, Selective Human Touch in the Digital Ageaccenture
Is your financial firm prepared to deploy a contact center of the future? In this new Accenture Distribution & Marketing presentation, we explore a customer strategy and contact center interaction design framework to address changing customer engagement preferences and technology advancements. Key to this strategy is balancing digital with the human touch. View the presentation to learn more or read our blog series on the topic: https://accntu.re/2vLYkiT
Applying an outcome driven design approach to strategy and protect delivery ensures the right things are delivered at the right place and time. This presentation shows how you can change your mindset to deliver the things that bring maximum value to the business and its customers, no matter the industry.
Digital Transformation Consulting ProposalBizzmaxx
The Digital Transformation Consulting proposal is a proposal to help customers to carry out projects using the Digital Transformation Planning methodology. Note that a staggering 84% of digital transformation projects fail to deliver their expected benefits resulting in enormous missing ROI, as well as the collateral damage to business strategy, shareholder value and team morale. What are the most important reasons why so many businesses struggle with digital transformation?
Curious about what it’s like to be part of our team? Joining Publicis Sapient means an invitation to express yourself, while joining a single, global team that is relentlessly curious and dedicated to making an impact in the world, together.
Get a glimpse into our values, culture and some of the things that make our London office a great place to work. Consider a career at Publicis Sapient and start your journey to NEXT.
An Introduction in 10 slides to Digital Customer ExperienceCapgemini
Businesses need to be agile, innovative, social, mobile, totally customer focused and geared to provide a profitable customer promise
CMO’s, COO’s, CIO’s and CFO’s globally are struggling with how to make digital a core part of how they do business and serve their customers profitably
Digital is driving rapid transformations in how organizations interact with other organizations and end customers. It is driving change in how CX is delivered across B2C, B2B and B2B2C
Capgemini DCX enables organizations to deliver a “profitable promise to its customers” based on intelligent insights and optimised processes. By combining deep understanding of the customer context, with a single view of the enterprise, we enable organizations to take real-time decisions and maximize profitability
The nudge theory has received great attention in the last years but the majority of the applications remain limited to academic journals and lab tests. In a guest lecture at the Norwegian School of Economics, Liveworker Anne van Lieren will show students how we apply proven behavioural principles and nudges to real-world cases. In the lecture she will discuss several client cases to illustrate our best practices.
service experience summit shanghai 2014 stefan moritzStefan Moritz
Customer Experience is the next frontier for differentiation, value creation and growth. Everything is more connected and complex than ever. New customer expectations arise and cross boundaries. Service Design combines customer focus and customer centricity will create competitive advantage, loyal satisfied customers and higher profit margins.
To say it is difficult to see and do everything that CES has to offer is an understatement. In fact, the only easy part is consistently hitting 10,000+ steps on your tracker every day! But we were prepared, using our 2017 Fjord Trends as a guide, to uncover the most inspiring work and topics that will continue to evolve this coming year.
What does it take to shift from a focus on products to one on services? Fruitful discussions, best practices & many new insights at our Servitization event in Rotterdam. Many thanks to our friends for sharing their successes and hurdles along the way. Very inspiring evening generating and sharing knowledge, find the presentation here.
Digital Transformation: Embracing the new digital realityEduserv
Tim Cockle, Head of Digital Services at Eduserv, talks about embracing digital at the CharityComms Digital Transformation event. Tim looks at the drivers for digital transformation, the different forms of digital transformation and the journey to achieving true digital transformation within charities.
Digital transformation in practice. A case study of change.Boldare
Digital Transformation is a change that affects the whole system, the whole organization.
The biggest implementation challenge of a digital transformation isn’t a lack of the right technology, it’s a lack of digital culture and skills in the organization.
You cannot change the culture of your organization directly. Then you have to put a conscious impact on key organizational elements to influence the culture:
- Programmes like strategy, policies, and approach;
- Personnel;
- Communication Channels, and an observation of how these changes affect the culture.
Generally, you can start with a small step and you can always turn to us to find it.
--
Join Boldare's newsletter to learn about a C-level point of view on user-centered design, software outsourcing services and the future of business.
Subscribe now --> https://go.boldare.com/newsletter-slideshare/
--
The Digital Customer Experience: Why the Future of the Communications Industr...Brian Solis
Brian Solis and amdocs explore the impact of connected customers on the traditional funnel and the need for designing digital customer experiences (DCX). Today’s customers don’t think in terms of channels nor do they see departments. Digital customers simply want to interact with service providers in a consistent manner — wherever, whenever, and via whatever device they’re using. Even though the customer is changing, business models and approaches aren’t keeping up. Operators are not fully equipped technologically or philosophically to personalize customer touchpoints based on behaviors.
How do branding and service design fit together? While one concept manages expectations, the other manages experiences. Combining both approaches allows creating brand experience for the benefit of customers as well as for companies. The concept of ‘Brand Services’ are “give-away services” that address relevant user needs and at the same time convey a brand message. In this talk and hands-on exercise, Christian Vatter shows how creating value for people and promoting business goes hand-in-hand.
Christian Vatter is user psychologist and brand consultant. He founded Rlevance Consulting, a human centered business consultancy with a specialty in creating meaningful brands and value-adding customer experiences. In his work he often combines service design with branding techniques to create sustainable bonds with customers. He wrote various articles on this topic and speaks at international conferences.
These are slides I used to keynote the inaugural MarTech Delhi event in India. It covers the topic of CX (Customer Experience) and provides practical advice to build a roadmap and strategy for your organization.
Digital Transformation Case Study | anynines anynines GmbH
The slides are part of our talk about the "Digital Transformation Case Study" held by CEO of anynines - Julian Fischer (Twitter: @fischerjulian) - at the Pivotal Digital Transformation Forum 2016 in Istanbul.
Contact Center of the Future: Smart, Selective Human Touch in the Digital Ageaccenture
Is your financial firm prepared to deploy a contact center of the future? In this new Accenture Distribution & Marketing presentation, we explore a customer strategy and contact center interaction design framework to address changing customer engagement preferences and technology advancements. Key to this strategy is balancing digital with the human touch. View the presentation to learn more or read our blog series on the topic: https://accntu.re/2vLYkiT
Applying an outcome driven design approach to strategy and protect delivery ensures the right things are delivered at the right place and time. This presentation shows how you can change your mindset to deliver the things that bring maximum value to the business and its customers, no matter the industry.
Digital Transformation Consulting ProposalBizzmaxx
The Digital Transformation Consulting proposal is a proposal to help customers to carry out projects using the Digital Transformation Planning methodology. Note that a staggering 84% of digital transformation projects fail to deliver their expected benefits resulting in enormous missing ROI, as well as the collateral damage to business strategy, shareholder value and team morale. What are the most important reasons why so many businesses struggle with digital transformation?
Curious about what it’s like to be part of our team? Joining Publicis Sapient means an invitation to express yourself, while joining a single, global team that is relentlessly curious and dedicated to making an impact in the world, together.
Get a glimpse into our values, culture and some of the things that make our London office a great place to work. Consider a career at Publicis Sapient and start your journey to NEXT.
An Introduction in 10 slides to Digital Customer ExperienceCapgemini
Businesses need to be agile, innovative, social, mobile, totally customer focused and geared to provide a profitable customer promise
CMO’s, COO’s, CIO’s and CFO’s globally are struggling with how to make digital a core part of how they do business and serve their customers profitably
Digital is driving rapid transformations in how organizations interact with other organizations and end customers. It is driving change in how CX is delivered across B2C, B2B and B2B2C
Capgemini DCX enables organizations to deliver a “profitable promise to its customers” based on intelligent insights and optimised processes. By combining deep understanding of the customer context, with a single view of the enterprise, we enable organizations to take real-time decisions and maximize profitability
The nudge theory has received great attention in the last years but the majority of the applications remain limited to academic journals and lab tests. In a guest lecture at the Norwegian School of Economics, Liveworker Anne van Lieren will show students how we apply proven behavioural principles and nudges to real-world cases. In the lecture she will discuss several client cases to illustrate our best practices.
service experience summit shanghai 2014 stefan moritzStefan Moritz
Customer Experience is the next frontier for differentiation, value creation and growth. Everything is more connected and complex than ever. New customer expectations arise and cross boundaries. Service Design combines customer focus and customer centricity will create competitive advantage, loyal satisfied customers and higher profit margins.
To say it is difficult to see and do everything that CES has to offer is an understatement. In fact, the only easy part is consistently hitting 10,000+ steps on your tracker every day! But we were prepared, using our 2017 Fjord Trends as a guide, to uncover the most inspiring work and topics that will continue to evolve this coming year.
What does it take to shift from a focus on products to one on services? Fruitful discussions, best practices & many new insights at our Servitization event in Rotterdam. Many thanks to our friends for sharing their successes and hurdles along the way. Very inspiring evening generating and sharing knowledge, find the presentation here.
The 50-plus population in the United States consists of close to 100 million consumers. Between now and 2030, this demographic will expand by over 34%. Additionally, by 2030 roughly 1 in 5 Americans will be 65 years of age and older, for a total of 72 million seniors.
In general, we are living longer and with more health complications. Even so, most of us want nothing more than to remain in the company of our friends and loved ones, stay in places that are most familiar and comfortable to us, and maintain our mental and physical autonomy.
This presentation explores the transformative impact that great design and emerging technologies will have on creating sustainable, supportive, and connected communities for the aging population and those who care for them.
Twelve months of research, 1000+ cups of coffee, and probably an entire forest worth of Post-its (don’t worry—we recycle). That’s what it took for us to compile our Trends 2017 report, which offers an in-depth look at the eight most important developments we believe will influence and impact design and innovation for business, government and society in the coming year.
Visit trends.fjordnet.com for more.
In an increasingly competitive market, we believe that businesses will no longer be able to rely on external partners alone to drive innovation. By bringing design capabilities in-house, brands will have the ability to respond rapidly to a world changing around them, adapting constantly to remain fresh and bring relevant innovation to market – becoming what we call a ‘Living Business’.
Our ‘Design from Within’ report describes three distinct approaches businesses can take in order to design and innovate internally. Each approach shares common goals - such as creating a culture which inspires creativity, and enabling the business to scale ideas from the drawing board to the marketplace –but the models differ according to the extent of a company’s involvement in them.
Leading without frontiers: A visual storyKarina Leal
When opportunity knocks, how will you respond?
How to find your future by focusing on new drivers of business value
Society has become increasingly technologically mediated. The role of ubiquity has never been more important. The design process helps mediate the relationship between practical function and how technology works within a society. Helping people and businesses to do what was previously impossible.
With the pace of change accelerating in society today, how do businesses prioritize, organize and execute new and innovative drivers of business value?
I’d like to share a visual story with you that provides business leaders with insights and true stories from the cutting edge across multiple industries, and an approach to help rapidly shape and deliver their digital strategies to gain a competitive advantage from technology.
Leading without frontiers: A visual story
Authored by Roy Sharples, with contributions from Fred Warren and Phillip Joe, Leading without frontiers offers Microsoft Enterprise Strategy’s contemporary perspective on:
• Why the pace of change is accelerating in society today
• Businesses and public services that have been re-imagined by using technology creatively
• How to envision and deliver innovative solutions with impact
• Tools & techniques for complex problem solving
• The case for change
• Fostering the right leadership style to lead without frontiers
The Microsoft Enterprise Strategy team provides unparalleled technology expertise to accelerate business outcomes. As experienced facilitators who have helped organizations across most industries achieve technology-enabled business change, we are here to ensure you are positioned for a successful future.
Being Digital: Making Digital Real and RewardingCognizant
Businesses can 'do' digital by focusing on isolated initiatives. But to truly 'be' digital, they need to ensure they are digital to the core, and redefine the nature of customer centricity.
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
Using the Cloud to Attract, Engage & Retain Your CustomersWainhouse Research
Every market is undergoing some form of digital transformation. As each market transforms, so does the customer – along with their preferences and expectations. Many enterprises are looking to cloud-based services in order to expand and enhance their customer engagement model. But not just traditional hosted communications - today's cloud has evolved to include rich APIs and new integration opportunities - enabling an enterprise to create a new user experience without the cost of new platforms.
This eBook provides an overview of the new cloud and integration opportunities. In addition to an overview of today's cloud-based opportunity, we provide four vertical use cases - digging into unique applications across Government, Higher Education, Transportation, and Healthcare verticals.
Designing a Results Driven Digital Strategy: Customers and Corporations’ Digi...Fabio Mittelstaedt
The common questions in the market today are: How can I Design a Results Driven Digital Strategy? Mobile Strategies Sell or it is just about a better Customer Experience?
What are the key building blocks to envision and build an innovative digital strategy? How disruptive it should be? As much as FinTech Startup Winners? And how can I establish a flexible Digital Roadmap, that can change constantly in this new agile world? What happens if I build an apparently Perfect Digital Customer Journey and do not transform my corporation from inside? The new Point of View “Designing a Results Driven Digital Strategy” aims to analyze and provoke a series of strategic reflections on issues & opportunities such as digital customer experience maturity, personalization, digital transformation, analytics insights, mobility, agile organization, benefits and results of digital projects etc, which I have combined with examples from my practical experience and innovative cases in the marketplace.
Reading this paper will give you a better idea of how technology has so far transformed the business landscape, what you need to do with your own digital transformation, and what to look for in 2020.
Most organisations today function and connect with consumers in significantly different ways than they did a few years ago. Customers, for example, may investigate their alternatives, learn about competing companies, and make purchases from the comfort of their own homes.
When a company puts human-centered design at the heart of its digital agenda, it can find new sources of value through technology. Here are five principles to embrace to achieve this new way of doing business: http://stratbz.to/vO0wq
The linking of computers around the world is going to have far reaching effects, and the spread of knowledge, the interchange of ideas and the dissemination of information are going to produce a revolution in our society. Digital business use technology to create new value in business models, customer experiences and the internal capabilities that support its core operations. The term includes both digital only brands and traditional players that are transforming their businesses with digital technologies. the more important benefits derived from developing a digital business include the ability of your organization to rapidly develop and move into new markets uncover and form partnerships reach new customers and expand your brand with new and existing customers as an innovator, among many others. Digital business is about the creation of new business designs by blurring the physical and digital world. It is about the interaction and negotiations between, business, and things. A. Karthik | M. Karthikeyan | P. H. Gopikannan "Digital Business" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-6 , October 2020, URL: https://www.ijtsrd.com/papers/ijtsrd33644.pdf Paper Url: https://www.ijtsrd.com/management/marketing/33644/digital-business/a-karthik
What should be the role of design in working towards a more sustainable future?
Ben Reason, founding member of Livework expert in bringing a customer view to solve business challenges along with senior service designer Anna van der Togt expert in design for sustainable futures, hosted the workshop titles 'Design for Anthropocene' for Future London Academy's UX & product design week sharing Livework’s journey of better understanding design’s role & evolution in transitioning to a more sustainable future.
In this presentation discover:
-How we overcome consumers’ unwillingness/inability to pay more for a better product.
-Existential contemplations of “Can we ever truly move to a sustainable economy if companies are not willing to let go of profit?”
-Objects of redesign for sustainability.
-The product & UX design myths we need to bust.
-The characteristics of great digital products.
-Translating sustainability for our day-to-day work.
What happens when an organisation commits itself to 'humanity above bureaucracy'?
Bureaucracy and traditional power structures hinder organisations from harnessing the power of their employees, their intelligence, ideas and passions.
New models seem necessary to build a truly human organisation, one that balances scale and speed, efficiency and creativity, control and experimentation.
Designing a more sustainable future: Updates from the fieldLivework Studio
Designing for sustainable services and sustainable organisations. Examples of how design can play a multi-level role in adapting human activities, thus helping organizations transition quickly and effectively to a more sustainable future.
The Good Drone – Livework Service Design MarathonLivework Studio
We’ll share how service design was used to explore uses for drones in cities for medical transport, emergency response and infrastructure surveillance as well as to design an innovation challenge around these future services.
Value means different things to different people. It is perceived differently also within parts of the organisation. How do we understand, characterise and measure value?
It is hard to think of the attributes of customer centricity without a broader discussion around value. In this event, we will explore the value of CX.
An underlying question many of us are facing in these turbulent times, is to do with resilience, in other words the ability in us as individuals and as a collective to absorb changes and disruptions. In our presentation at the CX Dialog, we will discuss ways of how you can use service design as a way to foster resilience in your organisation and by doing so, strengthen your abilities for adaptation and transformation.
Eine grundlegende Frage, mit der viele von uns in diesen turbulenten Zeiten konfrontiert sind, betrifft die der Belastbarkeit und Resilienz, d.h. die Fähigkeit in uns Veränderungen absorbieren. In unserer Präsentation auf dem CX-Dialog werden wir Möglichkeiten diskutieren, wie Sie Service Design nutzen können, um die Widerstandsfähigkeit in Ihren Unternehmen zu fördern und auf diese Weise Ihre Anpassungs- und Transformationsfähigkeiten zu stärken.
Aviation is a very challenging industry as it acts on the complex intersection of technology, regulations, competing commercial organizations and environmental concerns. KLM, the royal Dutch airline, can proudly look back on 100 years of history in aviation. They anticipated that the next 100 years will require a new way of innovating, with more impact. KLM is convinced that design is a key ingredient in this shift. In 2019, KLM developed and kicked off a program, in collaboration with Livework, that combines design training, coaching on the job, and impact measurement. The program sets out to empower employees across departments to use a design as a means to increase collaboration, process efficiency, solution adoption and informed decision making. As KLM finds itself in the middle of unprecedented times going through a global pandemic, they have to cope with a completely changed context. We will share our honest story about how we needed to adapt our ambition of the Increasing Innovation Impact program.
Customer behaviour by design - SDN workout Meetup 2020Livework Studio
In this presentation, Anne van Lieren will share best practices on how to use behavioural interventions to help people make better, more sustainable, decisions. The session will be a mix of presentations and small activities to understand your context and get your view on the topic!
As Corona lock down measures ease up, businesses will re-open to the public. Covid suite is a collection of solutions to help you serve your customers better and optimise your business in the challenging times ahead.
Covid suite offers the right solution for your particular situation.
Communicatie wordt effectiever door kennis over gedragLivework Studio
Deze presentatie staat in het teken communicatie. Hoe kun je effectiever communiceren met mensen als je wat kennis uit gedragspsychologie toepast? Livework doet dit op gebied van gedragsverandering van gebruikers en medewerkers.
In the masterclass customer-journey mapping and innovation, service design plays a major role. Service designer Caroline Beck takes you through a quick course in customer journey thinking, which puts the customer at the center in a practical and applicable way.
In de masterclass klantgericht innoveren speelt service design een grote rol. In een paar uur geeft Caroline een snelcursus customer journey denken, waardoor de klant op een praktische en toepasbare manier centraal wordt gezet.
Often customers don’t behave as organisations want, or expect them to - as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.
The current smart city agenda is too tech focused. Livable and sustainable cities, where citizens are empowered by human technology, demand a human-centred, design-driven and collaborative approach. It must cut across industries and demographics and bring together diverse perspectives including citizens, government, investors, entrepreneurs, the public sector, private companies and NGO’s. And then, a process of smart prototyping and experimentation is required to actually set things in motion and get things done.
Together with Heijmans and Wolfpack this Provade round table explored what it takes to humanise smart cities: how can we use smart digital technologies in a way that is ethical and sustainable, and in a way that citizens can truly benefit from it? How can we design for smart citizens instead of smart cities, and what will be the new role of project developers and contractors in this landscape?
How do we encourage people out of their cars and into more sustainable forms of mobility? Do we nudge people to reduce car use journey by journey, or do we enable people to give up their private cars altogether?
Ben will use Livework's 'designing at the right altitude model and behavioural change theories to explore how Mobility as a Service could enable significant change in the habits of citizens.
Establishing a service design practice in large organisations Livework Studio
In this keynote Marzia will share insights into how to build service design capability in large organisations. She will describe a diffusion model that encompasses four maturity stages. Through real client cases Marzia will picture each stage and describe how the organisation looks at each level.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
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2. We invited business leaders from 10 sectors for an inspirational
dinner to talk about Humanizing Digital experiences.
3. Over 50 of business leaders attended this event.
4. The hosts of the evening.
This evening was hosted by Birgit Mager (President Service Design Network), Erik Roscam Abbing,
(Managing Director Livework Netherlands) and Melvin Brand Flu (Partner Livework).
5. Livework.
Livework is an independent, international, strategic design consultancy focused on customers and
services. We have the team, method and experience to support large and small scale service
transformation, innovation and improvement. We use design, collaboration and research to guide all our
projects.
6. Service Design Network.
Service Design is crucial for all private and public organisations that want to innovate and improve their
service strategies, offerings and the user experiences. The Service Design Network (SDN) is the platform
to connect you with like-minded passionate service designers from companies, agencies and universities,
and with curious innovators who embrace and apply this approach for the better of their organisations and
for people.
8. Organisations invest billions in the digital
transformation of their business. Many
business leaders are overwhelmed by the
cost, complexity and radical change that this
brings.
Successful digital transformation requires
design for customers. Without the customer,
the transformation is about the internal
organisation, not digitizing a business.
Designing digital experiences for
fundamental human needs such as trust,
transparency and security, simplifies complex
interactions between organisations and
customers. Using the human perspective
enables organisations to design seamless
experiences that create excellent customer
experiences and improve businesses.
Why humanize
digital experiences?
9. In digital transformations, service design
thinking and doing can safeguard the human
aspect. Service design keeps the focus on
how digital services are used by real people
and how those digital services play a role in
their lives that is much bigger than the
screen.
Long before the digital touchpoint and long
after, people orient, choose, use, change and
discard services in the context of their daily
lives. To deliver excellent experience you
have to design for this context.
Approaching digital services only from a user
(UX) perspective is simply not enough,
because it is a product based approach, not
a human centered one.
How can service
design help?
10. We asked the attendees about their best
and worst digital experiences.
What digital service did you experience
that was just right?
Can you think of a recent miserable digital
experience?
11.
12. In the responses of the attendees we see three
main categories of obstacles when it comes to
implementing digital touchpoints:
Technological
It takes too long to realise, is too expensive to
implement, we are lacking skills.
Organizational
Organisational alignment between
departments, lack of leadership in taken the
digital agenda forward, lacking executive power
and commitment.
Customer facing
Not a seamless experience, no differentiated
experience, limited customer understanding
and insight.
What are barriers to
deliver great digital
experiences to your
customers?
14. A key idea in behavioural economics is “nudges” - small rewards or indirect suggestions that alter
people’s behaviour in predictable ways, without taking away their options. Nudges are proven powerful
yet low-cost tools to influence customer perception and decisions. Identifying the nudges is not
enough; it requires the right design to create experiences that enhance the effects of nudges on
peoples’ behaviour.
Nudge customer behaviour
15. A major insurer experimented with how
changing claims forms would make people
more “honest” about their claims.
First identifying key principles of behavioural
economics that are in play around honesty, the
team prototyped several aspects of the forms.
This included different opening messages,
sequence of information, place to sign and use
of checkboxes and bullets. Next came process
of rapid prototyping to test behaviours with real
customers in claims processes.
After months of controlled testing with real
customers, the results were better than
expected. A significantly lower number of
claims were filled in and the claimed amounts
were drastically lower.
Client case:
Small changes in
forms can have
major impact
16. Design can have one, simple and immediate benefit: it can speed things up. Designers have the ability
to capture a discussion and present the ideas in a tangible form. It is the difference between someone
describing a process and someone drawing it. We are also more likely to make (the right) decisions
based on visualisations and evidence gathered by prototyping in the real world.
Faster and better decision making
17. Client case:
Human input results
in better decisions
Ruter, the public transport authority of Oslo,
Norway, was ready to launch new ticket
machines. The machines were commissioned
and ready to be build without real input from
the people in Olso.
By co-designing ticket experiences with key
user groups such as the elderly and sight-
impaired, a series of concepts were turned into
prototypes in a matter of weeks. The
prototypes were tested with people in the
streets of Olso, in order to get real people, not
just current users of the public transport
system.
The fast iterations of what became the final
design of the ticket machine meant that Ruter
was able launch a better travel experience, not
just a new ticket machine.
18. Retail, travel, financial services are just a few sectors that went from bricks to clicks to save costs and to
enable anytime anywhere interactions. Companies like Bol.com, Coolblue, Ebay, Tesco and Amazon all
have physical contact points to increases customers’ engagement, decision and purchase experiences.
Rapid prototyping of the intersections between physical and digital processes can safe organisations time
and money by learning what works for customers and what this requires of the organisation.
Align the physical and the digital
19. Europcar, one of Europe's leading car rental
companies, the transfer from the digital space
to the messy reality of the pick-up station was
a core problem for customers. This was
reflected by a plunging NPS which was mainly
due to physical encounters .
We helped Europcar to make this transfer
much more seamless. To help staff understand
the digital pre-journey customers had gone
through, and to help them use legacy infested
CRM in a smart, human way.
The main learning for the organisation was:
“Don’t invest in IT when you can just smile and
be empathic and solve 80% of the problems”
Client case:
Managing the digital-
physical transition
with a smile
20. While organisations are getting to grips with cross channel experiences, Omni-channel customers engage
organisations across multiple channels, platforms and media – sometimes all at the same time – where
no one organisation is in control. The biggest challenge for organisations is designing consistent and
seamless experiences for customers that can be consistently supported by the organisation. Co-creation
of services with customers and across departments and organisation is a key success factor.
Omni-Channel
21. Many brands struggle to remain relevant to
their customers. Omni-channel experiences
enables organisations to extend their reach
beyond physical channels.
A major luxury brand is actively engaging
customers, staff and 3rd parties in a
conversation about how to create and support
experiences across channels, social media
and personal networks.
Digital tools and capabilities are key in
realising the full potential of the brand.
Prototyping services, not just technology,
enables the organisation to learn what
resonates with customers and which
touchpoint serves them the best.
Client case:
Omni-Channel
experiences change
brand relationships
22. What did we learn
about digital barriers?
The results of our survey
24. Zero!
Few
Some
Many
Reflections:
Digital redefines
competitors
Question 1:
Digitization is global and across sectors.
Organisations are loosing relevance as new
competitors from other sectors are taking
customers and eroding businesses by
offering better, faster and more seamless
experiences to customers than incumbents.
Brands no longer control the digital footprint,
or digital customer experience. Taking a
human approach in designing the digital
customer experience enables organisations
to remain relevant and stay connected with
their customers.
Are competitors stealing your customers
with their digital services?
25. Customers are able to shop real time in the
digital and physical space of the city,
looking for bargains, reserving products,
while getting recommendations from
others.
No one party completely controls the
relationship with the customers and
visitors. Shop owners, banks, telecom
companies, the city council, online retailers
all compete and collaborate in this
digital/physical environment.
The project is designed to align all parties
around the customers’ physical and digital
experience, creating new and exciting new
business opportunities for stakeholders.
Client case:
A digital and
physical city centre
Question 1:
26. How do you know
the main drivers of
customers, using
your digital
service?
Question 2:
Reflection door Melvin..
Digital redefines
competitors.
….
We talk to customers
We collect customer
feedback
We read reports
We do not explore
27. Reflections:
Digital innovations
based on real
customer needs
Question 2:
Talking to
them
Collecting
feedback
Reading
reports
Don’t
explore
Dormant and unfulfilled customer needs can
be fulfilled with digital innovations. Customers
previously experiencing lock-in in sectors
ranging from retail banking and energy are
being liberated by new digital services that
give them control.
At the same time, new innovations such as
digital concierge and digital household apps
give customers a new level of service that was
previously unimaginable.
The digital world requires deeper
understanding of peoples’ lives, motivations
and behaviours in order to remain competitive.
How do you know the main drivers of
customers, using your digital service?
28. The biggest Brazilian operator wanted to
know if customers would adopt digital
services. Staff from all departments
were convinced that customers were not
ready or interested in moving to a digital
invoice.
Engaging customers in the street with a
working prototype uncovered deep
rooted and very consistent animosity
towards banks and utilities. Leveraging
these customer drivers enabled
Livework to design services that have a
high level of adoption.
Client case:
From physical bill to
digital service
Question 2:
29. A human centred
approach to
digitizing your
services is…
Question 3: Cheap
Pricey
Expensive
Very expensive
30. Cheap
Pricey
Expensive
Very
Expensive
Reflections:
Human perspectives on
digital services improve
performance
Organisations invest in digitising internal
processes and services in order to safe costs
or increase operational efficiencies.
Taking a human perspective on digital
improvements forces organisations to first
consider things such as: how do staff actually,
communicate, make decisions and support
each other.
Digital capabilities that support such human
behaviour have the possibility to ignite a
completely new level of performance by
making people more productive, effective and
competent.
A human centred approach to digitizing
your services is…
Question 3:
31. A large scale enterprise solution affected
operations of over 50.000 staff across the
globe. There were clear benefits in creating
the global platform for teams to co-create,
mange processes and make decisions.
Co-creation sessions focusing on how to
leverage digital solutions focussed on
human experiences such as: what
frustrates you and what delays/pressure do
you experience in your work.
The result was a very simple decision tool
that enabled senior management to make
key decisions faster, eliminating a major
bottleneck that significantly improved time
to market.
Client case:
Faster and better
decision improves
performance
Question 3:
32. Provide valuable
learning experience
to our customers
Design and
smoothness
Tailor each
interaction to the
individual user in
their current context
If top management
would allow us to
proceed as we think
fit
More insight in actual
usage
Usability,
seamlessness
Company culture & people
Integration of projects
More transparency
Digital Marketing
Automation
Clear Value Propositions
Personalization (in CX)
Simplify real-world
processes by removing
steps and friction with digital
solutions
Wider / end to end experience
of our customers
Make it relevant and thus
repeatable for the customer
Real time
analysis
Seamless
integration with
non-digital service
Be more
relevant
Simplicity and
personalisation of the
experience.
Less ego and more
understandingWhat would
make your
digital service
better?
Question 4:
33. To conclude.
We want to thank all the participants of the wonderful evening for their enthusiasm and contribution. Digital
will be on the business agenda for the foreseeable future. Using service design thinking can bring another
level of capabilities to organisations by bringing in the crucial human perspective that makes any digital
endeavor more relevant.
34. Erik Roscam Abbing
erik@liveworkstudio.com
+31 (0) 624 51 84 62
Melvin Brand Flu
melvin@liveworkstudio.com
+31 (0) 655 76 72 78
www.liveworkstudio.com
Thank you from the Livework team!
Watch the after movie here: https://vimeo.com/189339603
35. Service Design –
From Insight to implementation
Service Design for Business:
A Practical Guide to Optimizing
the Customer Experience
Brand-driven Innovation –
Strategies for development and
design
www.liveworkstudio.com
@liveworkstudio