In 2010, a small group of managers at the automaker Volvo Car Corp. assembled to craft a vision for the future involving wirelessly connected cars. They recognized that the company needed to renew its innovation capability to compete more effectively in an increasingly digital environment. 110 more words
Tags » Service Design, Service Management
Last year, the Adobe Digital Trends report showed data-driven marketing to be the top priority for marketers, with 90% of survey respondents citing it as their number one choice. 20 more words
Drive revenue with great customer experience – Forrester 2017 analysis will help you make the case for CX investments
If you are like other CX pros, at some point in your CX career you’ll encounter the “money question.”
Your CEO will ask you: “What’s an improvement in our customers’ experience worth in dollars and cents?” And it’s likely that you won’t have a (good enough) answer. 128 more words
“bridging complexity fast I am very proud that the Tesco Service Design playbook was launched officially (internal for now).
The team and I created this resource over the last months to be a useful reference and guide for project teams while they work through a typical project. 174 more words
“I really enjoyed reading a recent article on “strategy” from McKinsey Global Institute.
The article was, “Discussion on digital: How strategy is evolving- and staying the same – in hypergrowth digital age“. 151 more words
Companies know that at scale, small details can make a big difference.
Nowhere is this more obvious than in the realm of design.
While some in the C-Suite deride design as superficial, design isn’t just the way something looks. 79 more words
Salesforce Research’s Second Annual State of Service study surveyed over 2,600 global service professionals to understand what trends are driving the future of customer service, and what practices set high-performing teams apart from the rest. 8 more words