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It has been a few busy weeks following my visit to Madrid for the Global Service Design Conference in early November. The theme of this years’ edition was ‘service design at scale’, reflecting the service design community’s desire to see practice implemented within organisations at an international level. A couple of days with a fantastic …

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Digital technologies and consequently digital transformation reshapes every aspect of a business. The era of digital customer experience is here. More and more companies are transforming themselves around the idea that their value goes beyond their products and into the total end-to-end experience their customers have with their brand. We are all part of the so-called …

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In the latest report released by KPMG Nunwood senior executives from leading asset management firms are sharing their views on how the changing industry is affecting customer experience. With shifting client needs, ever increasing regulatory scrutiny, disruptive technologies and a blurring of the lines between manufacturer (funds) and distributor, there is a shift as the focus …

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A well-designed operating model is the bridge that allows a company to enable a fully joined up holistic customer experience and turn its CX strategy into results. In my work I help to clarify where and how critical customer support work gets done in the organization, across digital and physical interactions. The largest impediment to …

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Tim Cook announced updates headed to iPhones, MacBooks and more at the recent Apple’s WWDC 2017.   Personally I am most excited about the following 4 updates: THE NEW MAC OS NAMED HIGH SIERRA The upcoming version of macOS will be called High Sierra, and it comes with updates to Safari that help block site …

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Using Lego as a design thinking artefact enhancing the experience and outputs from collaboration and co-creation! How is it that a child’s toy, has become a serious strategy tool used by some of the worlds best known organisations?

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Banks aren’t getting disrupted by finch, they’re getting disrupted by customer expectations. Global enterprises (Apple, Google, Virgin, Philips, Amazon), social entrepreneurs. (Facebook, LinkedIn), and other innovators (IDEO, Fjord, Deloitte) have all used human-centered design (design thinking) to create solutions for many different types of challenges and business opportunities. Design thinking has been applied to service, product …

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What is Design? It’s about business. It’s about people. It’s about technology. It’s now about digital technology — which touches a lot of people. And it’s now about a lot of people unlike yourself since it is in the millions of people. Because it involves so many people today, design responsibly. Here are key observations from 2017 design in technology report:  

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The idea of genuinely trying to make something great for humanity was Steve’s motivation from the beginning, and it remains both our ideal and our goal as Apple looks to the future,” said Jony Ive, Apple’s chief design officer. “This archive is intended to be a gentle gathering of many of the products the team …

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Stunning aerial footage of London produced by one of the London’s most prolific photographers.  Here’s a  breath-taking footage of London from above, taken from several points around the capital’s skyline this autumn.  An inspiring film  for those who know the city and those who are planning to visit it for the first time. Shot from the …

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