Gaining competitive advantage through Service Design
|
|
- Alan Matthews
- 8 years ago
- Views:
Transcription
1 OUTLINE EXECUTIVE PROPOSAL TRAINING Gaining competitive advantage through Service Design Luxinnovation November 2014 Livework
2 Livework has helped build Service Design capacity across industries Since 2001, Livework has been a thought leader in the development of the field of customer experience and service design. Since day one we trained organisations across sectors, and built capacity with our clients through active project work. Organisations we have trained JPMorgan BBC Telefonica Orange National Health Service UK Thai Government Skills Development Scotland Scottish enterprise Warner Music group BHP Billiton NRK Norwegian Broadcasting Company Danske Bank Hong Kong Design Council Irish innovation (Galway) Danish Ministry of Enterprise Volkswagen R&D
3 Academic depth, practical application in organisations Livework experts have taught service design at leading universities across Europe since 2001, and published extensively in both academic and general interest journals. Our book Service Design From Insight to Implementation was published in the US in 2013 and in Japan in Universities we have trained with Royal College of Art (UK) Goldsmiths University (UK) Oxford University, Said School of Management (UK) Köln Internationsl School of Design (DE) Oslo School of Architecture and Design (NO) Interaction Institute Ivrea/Domus (IT) Aalto University (FI) Copenhagen Institute of Interaction Design (DK) In Holland college(nl) Service Design - From Insight to implementation
4 A customer-oriented approach to innovation and design of services that impact business During this course, participants will be introduced to a broad set of tools and techniques that can be used to innovate and design services that make a difference to customers and the business. The training will be supported by case studies from a range of industries and a live case to develop a new service concept. At the end of the training each participant will be able to propose and implement a service design approach in their own organisation. Learning objectives You will be able to Use service design tools and techniques to understand customers experience and identify issues and opportunities to improve your business. Learn how to apply service design tools in and across multiple part of your business. Insert the customer perspective into the decision-making process and champion customer centricity in your organisation. Plan and manage projects and processes that incorporate service design in your organisation.
5 5-day executive training in Service Design Five simple steps: A day process that will create customer insight and service concepts, deliver proof of success and create a business model for a new service. Day 5 will be dedicated to supporting participants implementing a service design approach for their own organisation. Day 1: Understand Day 2: Imagine Day 3: Prove Day 4: Design Day 5: Consulting day Understand the Imagine new service Test and prove that Design the service Create an approach customer experience scenarios that add services can work in experience, describe and a proposal on how through observation value to customer the real world and business requirements to implement service and analysis. relationships. deliver value. and ensure viability in design in your own Create customer Create scenarios and Map business value the organisation. organisation. insights. materials for testing and impact on the Create a business The trainers will consult with customers. organisation. model for the service. participants on a group and individual level. 5
6 Training case During the fist 4 days of training, we will develop a new service concept from scratch. We will engage with potential customers, create a new service concept, test and detail the customer experience and validate business viability. The case will be on the topic on smart mobility solutions, and detailed in collaboration with Luxinnovation to ensure relevance for participants from different sectors.
7 Day 1: Understand customers & their experience
8 Understand Key Topics A brief history of Service Design Core concepts and definition of the field of Service Design, supported by examples. Customer lifecycles Frameworks to analyse and understand customers needs at key stages from first awareness to retention. Customer research Customer experience is best understood through observation. Stepping outside into the customers world to see how they experience services and how they fit into their lives and work is critical to understanding how to improve services. Activity AM 1. Introduction to Service Design 2. Understanding customer behaviour and experience 3. Use lifecycle to analyse service hotspots 4. Define key customer research questions PM 1. Overview of research tools pros & cons 2. Plan customer insight work 3. Go outside meet and observe customers 4. Document, analyse and map customer insights End of day reflection: How could you apply this in your own organisation
9 Day 2: Imagine new service scenarios
10 Imagine Key Topics Service concepts Service concepts are high-level value propositions that are developed quickly to provide options for service innovation. We define the concept clearly and visually and identify the need, benefit & value. Customer journeys Journeys describe how customers interact with the organisation step-by-step as they engage with the new service concept. Service experience scenarios Service experiences are customer stories. An experience scenario adds detail to a service concept and makes in tangible. Activity AM 1. Introduction to creative concept development 2. Overview of tools pros & cons 3. Creation of service concepts 4. Review and evaluation of concepts PM 1. Creation of customer journeys 2. Creation of experience scenarios 3. Review potential business models for the concept 4. Creation of materials for testing with customers End of day reflection: How could you apply this in your own organisation. Assignment for next sessions: Validate concepts by selfassessment and with potential customers.
11 Day 3: Test and prove services in the real world
12 Prove Key Topics Prove the experience Service concepts should be tested quickly and often to prove their relevance to customers. We will do this with quick prototyping activities to test critical factors. Service blueprinting Blueprints map customer interactions with business functions across the customer journey. Prove the value We also need to prove the business value of our concepts. Using the service blueprint we will map the business value of an experience in relation to marketing, sales, operations and customer service. Activity AM 1. Introduction to testing and validation 2. Testing of concepts with customers 3. Review and evaluation of test activity PM 1. Design a service blueprint for the concept 2. Mapping of concepts to business functions and value 3. Evaluation of concepts End of day reflection: How could you apply this in your own organisation.
13 Systems Prospect New Customer Customer/User Customer Lifecycle Learn & Orientation Aware Interested Decision Buy Admin Receive Setup Settle In Use Explore Reconsider Retail Day 4: Call Centre Mobile Interaction View: New experience offered in a specific stage of the customer lifecycle Design Experience: By extending the scenario additional benefits are Exposed Design service and business requirements On Stage Inform Offer Contract Admin Deliver Setup Educate & Assist Sales Marketing Operations Finance/Legal Technology Organisation view: Impact of the new experience on departments and functions Prepare the transformation: Heavily impacted departments must get involved early Back Stage Excite Attract Information Incentives Reward & Montitor Facilitate Logistics Tools & Training Tools & Instructions Promote & Support Inform & Support Nurture People Policy Process Procedure Practice Transformation view: Type and level of implementation and transformation effort Execute the transformation Red flag issues must be resolved to ensure succes
14 Design Key Topics Design the experience Once a concept has been proven we can increase the detail of the service design. Here we focus on the employment and integration of service channels from web to staff to environments. Design the business We also need to design changes or requirements of the business. Mapping the concept and experience to the people, processes, policies, practices and systems. Business model Develop a customer-centric business model for the new service Activity AM 1. Introduction to detail design of the service 2. Mapping experience to channels 3. Creating cross-channel customer journeys PM 1. Mapping of concepts to business abilities & capabilities 2. Business modeling the service 3. Wrap up and presentations End of day reflection: How would you propose a service design approach for your own organisation. Assignment for Day 5: Propose a case to introduce service design to your organisation.
15 Day 5: Create a proposal for your organisation.
16 Consulting day Key Topics Participants will develop a case for their own business. This will be a consultative day, where trainers and participants work together to develop a concrete proposal that participants can take to their business. Introducing Service Design to the organisation Describe background, objectives, approach and value to the organisation. Develop a high-level plan and presentation for top management. Sourcing skills and capabilities Activity AM 1. Present ideas for proposals to each business 2. Work in groups to develop proposal 3. Get support from trainers to develop proposal formats PM 1. One-on-one consulting with trainers 2. Training evaluation and feedback Understand skills and capabilities needed to achieve success, what can be sourced and trained internally and what external expertise may be needed.
17 Melvin Brand Flu Alex Nisbett Marta Sá Mark Nijland Partner business design Stanford University Lead service design trainer Previously Creative Director with IDEO Service designer MIT Mobile Experience Lab Service designer Academy of Media and User Experience, Avans (NL) Senior and strategic advisor to clients and the Livework teams. Has extensive knowledge and experience on customer and business related themes and topics. He ensures that business related topics are covered at a level that will be useful for participants, Understands the customers' experience, develops customer journeys, service experiences, creates blueprints and detailed service designs. Alex will lead specific training sessions and ensure that tools and skills are useful for participants. Understands the customers' experience, runs collaborative workshops, develops scenarios, and customer journeys. She works closely with the participants and ensures that training and tools are usable for participants. Mark focuses on the concepts and prototype methodology. Designs and develop materials for co-creation as well as develops service solutions. Co-creating with viewers and their team a set of principles, which were then tested with users. Clients include: Mars, P&G, Vodafone, Sony, BBC, General Motors, ING, Warner Music, Telefonica, Gjensidige, EON. Clients include: BBC, London Olympics, Vodafone, T-Mobile, BAA, Virgin Atlantic and the Portuguese Airports Authority. Clients include: London Underground, JP Morgan and Jisc. Clients include: BBC, Weve, Samsung. 17
18 Fees Time schedule Day 1-2 and 3-4 will be trained by two Liveworkers with niche expertise for the topics covered each day. The final consulting day will be run by one Livework trainer. 25/26 november: Alex Nisbett / Mark Nijland 09/10 december: Alex Nisbett / Marta Sà 16 december: Melvin Brand Flu Training fees : 2500 Catering included
19 Lionel Cammarata Senior Project Manager LUXINNOVATION GIE T (+352) lionel.cammarata@luxinnovation.lu Frédéric Girs Training Officer CRP Henri Tudor T (+352) frederic.girs@tudor.lu Nadine Thill Chargée de projet LSC - Luxembourg School for Commerce T (+352) nadine.thill@lsc.lu Livework
RMM has been advising and helping organisations use social media, technologies and platforms since 2006. We re a team of 15 analysts, trainers,
RMM has been advising and helping organisations use social media, technologies and platforms since 2006. We re a team of 15 analysts, trainers, workshop facilitators, project managers, media relations
More informationDesigning the intangible An introduction to service design. Jennifer Bove & Ben Fullerton
Designing the intangible An introduction to service design Jennifer Bove & Ben Fullerton 1. What? 2. Why? 3. How? 4. Case studies 5. What makes a good service experience? 6. Any questions? 1. What? 2.
More informationLoyalty to service provision: creating loyalty through the customer experience
Loyalty to service provision: creating loyalty through the customer experience WWW.SBS.OXFORD.EDU EDUCATING LEADERS FOR 800 YEARS Dr Richard Cuthbertson Research Director Oxford Institute of Retail Management
More informationWORKFORCE METRICS, ANALYTICS AND PLANNING WORKSHOPS
WORKFORCE METRICS, ANALYTICS AND PLANNING WORKSHOPS WORKSHOP SERIES - 2015 & ANALYTICS ADVANCED ANALYTICS STRATEGIC WORKFORCE PLANNING INTRODUCTION Organisations have been managing their workforces in
More informationIAA Diploma in Marketing Communications
IAA Diploma in Marketing Communications Background The International Advertising Association's (IAA) professional development mission is to develop state of the art education programs for individuals for
More informationEXPERIENCE LIFECYCLE STRATEGIES
EXPERIENCE LIFECYCLE STRATEGIES Tedde van Gelderen December 2010 WWW.AKENDI.COM WWW.AKENDI.CO.UK 30 Duncan St, Suite 203 Toronto, ON M5V 2C3 Canada +1 416.855.3367 375 Richmond Rd, Suite 2 Ottawa, ON K2A
More informationWINNING THE COMMERCE POWER SHIFT
WINNING THE COMMERCE POWER SHIFT As the balance of power in commerce marketing shifts toward the customer, successful commerce companies don t fight the wave they surf it. They make it work for them. They
More informationWhat consumers want in 2015: multi-screen experiences, personalisation and social shopping
PRESS RELEASE What consumers want in 2015: multi-screen experiences, personalisation and social shopping - DigitasLBi s 2015 Connected Commerce study of retail trends reveals a significant rise in the
More informationInterSearch Japan. Executive Search and HR Consulting
InterSearch Japan Executive Search and HR Consulting InterSearch Japan 6-16-50 Roppongi, Minato-Ku, Tokyo 106-0032 Tel +81 3 3423 7491 Fax +81 3 3423 7492 www.intersearchjapan.com info@intersearchjapan.com
More informationCustomer Experience Audit
SOLUTION OVERVIEW Customer Experience Audit Understanding customer experience is vital Developed in partnership with Customer Experience Foundation The Customer Experience Audit provides a fast, independent
More informationEuropean Product Development (EPD) 6 months Intern Program Zurich, London or Berlin
European Product Development (EPD) 6 months Intern Program Zurich, London or Berlin ebay is currently looking for 8 talented interns for new graduate internships based at our Zurich, London and Berlin
More informationUser Experience (UX) services
User Experience (UX) services A key differentiator for Redweb, is our experience and knowledge around user centric websites and a user centric design process. We seek to understand what the user expects
More informationProfessor Michael Enright
Professor Michael Enright PhD Harvard Recently called one of the world s reigning strategy gurus by the Academy of International Business, Professor Enright is a leading expert on competitiveness, regional
More informationINTEGRATING CRM, ECOMMERCE AND ANALYTICS
INTEGRATING CRM, ECOMMERCE AND ANALYTICS MARK JONES Senior Solutions Consultant for ExactTarget Interactive marketing expert specializing on maximizing CRM data TROY BURK CEO & Founder, Right On Interactive
More informationInnovations in Outsourcing MOT your contact centre
I nt ro d uct ion t o a Ca l l Cent re Innovations in Outsourcing MOT your contact centre RXPerience 2009 Innovations in Outsourcing Outsourcing continues to be a hot topic of the call centre industry
More informationCreating the customer experience
Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services
More informationUnderstanding Digital Marketing. Why Digital Marketing is your companies best friend.
Understanding Digital Marketing Why Digital Marketing is your companies best friend. 1 Evolution Digital specialise in Digital Marketing, Mobile Marketing and Web Design. OVER 16 YEARS IN THE INDUSTRY
More informationTransforming customer management in the water sector How to become a leader in customer service
Transforming customer management in the water sector How to become a leader in customer service management strategies have always been important to water companies, with a focus on resolving issues first
More informationThe Ultimate Guide to B2B Lead Nurturing
The Ultimate Guide to B2B Lead Nurturing What is Lead Nurturing? Your current database is a goldmine. By focusing on the leads you already have, you have the potential to apply the kind of strategies that
More informationCUSTOMER EXPERIENCE DESIGN CUSTOMER EXPERIENCE DESIGN
02 03 FIFTH QUADRANT Established in 1998, Fifth Quadrant is a Management Consultancy and Analyst Organisation specialising in: METHODOLOGIES USED CUSTOMER EXPERIENCE STRATEGY CUSTOMER EXPERIENCE RESEARCH
More informationeorgette ullivan Portfolio
Portfolio Experience Designer: Design Research, Interaction and Visual Design georgettes.com georgette@georgettes.com 512-362-8078 Innovating Enterprise IT Management Software Description Create a reference
More informationTalent Measurement Training. Learn with the People Experts
Talent Measurement Training Learn with the People Experts Now we can make sure that the right people with the right skills and behaviours are in the right place at the right time. Coca-Cola Sharing Our
More informationTLSA Consultancy Training elearning
LEADING THE SALES TEAM MASTER CLASS PROGRAMME OVERVIEW TLSA Consultancy Training elearning www.tlsasalestraining.com LEADING THE SALES TEAM MASTER CLASS Learn How to Get the Best Results From Your Sales
More informationCustomer centric transformation for next generation customer service CUSTOMER CENTRICITY
Social Mobile Data CUSTOMER CENTRICITY Cyber security Cloud Customer centric transformation for next generation customer service Solutions and services for improving customer focus and satisfaction across
More informationBIG DEMAND GENERATION LITTLE BOOK OF THE
LITTLE BOOK OF BIG THE DEMAND GENERATION Panovus 2013 Contents Introduction 4 Our services 6 Consulting 7 Data insight and management 8 Demand generation 9 Telemarketing 11 Channel enablement 12 Creative
More informationFIRSTBASE ABACUS E-MEDIA: CONTENT MARKETING PLATFORM FOR LEAD GENERATION
FIRSTBASE ABACUS E-MEDIA: Category number: 8 Category name: Best use of content marketing Programme/initiative name: Abacus e-media: Content marketing platform for lead generation Agency: First Base Brand
More informationTalent Management Leadership in Professional Services Firms
Talent Management Leadership in Professional Services Firms Published by KENNEDY KENNEDY Consulting Research Consulting Research & Advisory & Advisory Sponsored by Table of Contents Introduction.... 3
More informationAMP Graduate Program 2017: Global Distribution & Business Management
AMP Graduate Program 2017: Global Distribution & Business Management The AMP Promise The AMP Promise is Helping people own tomorrow, which means delivering the right balance of security and performance.
More informationCUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES
CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet
More informationThe Natural Step Canada s Strategic Plan 2013-2017. The Natural Step Canada Strategic Plan 2013-2017 Summary for www.naturalstep.
The Natural Step Canada Strategic Plan 2013-2017 Summary for www.naturalstep.ca 1 INTRODUCTION The Natural Step Canada is an entrepreneurial charity that delivers projects and programs based on our expertise
More informationUK Search Engine Marketing Benchmark Report 2011
Market Data / Supplier Selection / Event Presentations / User Experience Benchmarking / Best Practice / Template Files/ UK Search Engine Marketing Benchmark Report 2011 In association with Guava UK Search
More informationCustomer Experience Management
Customer Experience Management 10 tips for the successful development and execution of Chris Bland Research Director SPA Future Thinking Introduction, sometimes referred to as Customer Feedback Programmes,
More informationUNDERSTANDING EFFECTIVE LEAD GENERATION TICK #THINKGROWTH
UNDERSTANDING EFFECTIVE LEAD GENERATION TICK #THINKGROWTH CONTENTS 1 INTRODUCTION Page 3 2 COMPETITIVE PROPOSITION Page 4 3 USER PROFILING/AUDIENCE DNA Page 9 ENSURE YOUR BRAND HAS A CLEAR, COMPELLING
More informationSeine Gateway Workshop
Seine Gateway Workshop Le Havre 27 th January 2015 Lisa Ruttle B.Soc.Sc MA Planning Weastflows Project Manager Limerick City & County Council Weastflows Gateways Limerick - Shannon Gateway: Context 200,000
More informationJob Description. CRM Consultant, Delivery Services. March 2016. Produced by Alan Eardley
Job Description CRM Consultant, Delivery Services March 2016. Produced by Alan Eardley Contents Job Purpose:... 3 Role Overview... 4 Specific role requirements include... 5 Key Responsibilities... 6 Experience:...
More informationMarketing. BA Hons. Greenwich Campus. gre.ac.uk/business
Marketing BA Hons Greenwich Campus gre.ac.uk/business Why study this programme? The BA Hons Marketing degree programme has been designed in consultation with employers and other important stakeholders,
More informationAligning Sales and Marketing - 5 Tips
The Sales & Marketing Forum Sales are from Mars, Marketing are from Venus Practical steps to align sales and marketing for improved lead generation There are a number of examples in the B2B marketing space
More informationHUDSON SALARY GUIDES 2015. Marketing and Communications
UK HUDSON SALARY GUIDES 2015 Marketing and Communications ABOUT THIS PUBLICATION This Salary Guide is a compilation of salary and market information provided by Hudson consultants, clients, candidates
More informationDesign methods for developing services
An introduction to service design and a selection of service design tools business challenge Design methods for developing services www.keepingconnected.co.uk About this document This is a brief introduction
More information10 reasons for a better experience design. die firma gmbh GOOD REASONS
10 reasons for a better experience design. die firma gmbh 10 GOOD REASONS 10 good reasons 01. Focus 02. Experience 03. Services 04. Knowledge 05. Standards 06. Clients 07. Network 08. Drive 09. Exchange
More informationPaper Prototyping as a core tool in the design of mobile phone user experiences
Paper Prototyping as a core tool in the design of mobile phone user experiences Introduction There is much competition in the mobile telecoms industry. Mobile devices are increasingly featurerich they
More informationBoost your competitiveness with. public knowledge. Funding Opportunities for Public-Private Partnerships. & development. 2. mobility.
23 expertise 1. research & development 2. mobility SHARED 3. 4. infrastructures Boost your competitiveness with public knowledge Funding Opportunities for Public-Private Partnerships Foreword The role
More informationmarch 2008 design team credentials and portfolio
design team 2 introduction 3 design team is a full service brand communications design studio, established in Kuala Lumpur in 1995. Company data Ming Tung Graphic Design Team aka Design Team Business registration
More informationInteractive solutions
Website design Our design team is made up of specialists who provide expert knowledge and insight in their area of expertise whilst driving quality and innovation within their respective areas on a project.
More informationHow successful is your campaign and promotion management? Towards best-practice campaign management strategies
How successful is your campaign and promotion management? Towards best-practice campaign management strategies Welcome to the new normal Businesses today are under unprecedented pressure to increase spending
More informationReports to Head of General Insurance Marketing and Sales
JOB DESCRIPTION Title: Senior Marketing Manager General Insurance Functional line: Reports to Head of General Insurance Marketing and Sales The role exists because: Police Mutual has to communicate its
More informationSUBMISSION FROM STANDARD LIFE. Introduction
SUBMISSION FROM STANDARD LIFE Introduction 1. This paper is intended to assist the Economy, Energy and Tourism Committee in its inquiry into the public sector s support for exporters, international trade
More informationSuccessful Customer Journey Mapping - a five-step programme
Successful Customer Journey Mapping - a five-step programme Martin Wright Martin Wright Associates The Studio 15 Bloomfield Grove Bath BA2 2BZ Tel: (01225) 336977 martin@martinwrightassociates.co.uk Transforming
More information5/30/2012 PERFORMANCE MANAGEMENT GOING AGILE. Nicolle Strauss Director, People Services
PERFORMANCE MANAGEMENT GOING AGILE Nicolle Strauss Director, People Services 1 OVERVIEW In the increasing shift to a mobile and global workforce the need for performance management and more broadly talent
More informationOur Guide to Customer Journey Mapping
Our Guide to Customer Journey Mapping Our Guides Our guides are here to help you understand a topic or to provide support for a particular task you might already be working on. Inside you ll find lots
More informationOil Trader Development Programme with Live Trading
Course taught in: English CERTIFICATION: 10 CPD (Continuing professional development) points Oil Trader Development Programme with Live Trading www.mihacademy.com www.navitasresources.com Please, consider
More informationJOB DESCRIPTION. Fundraising Strategy & Knowledge / Analysis Team. 35hrs per week, Monday to Friday, 9.30am 5.30pm. Band 7: 35,746-42,554 per annum
JOB DESCRIPTION Job Title Reporting to: Department/Team Location Hours Salary Band/Grade Duration Analysis Manager Fundraising Strategy & Knowledge / Analysis Team Unicef House, 30a Great Sutton Street,
More informationManaging the Customer Experience.
Managing the Customer Experience. Designing, delivering and improving performance n Executive Education Series: Deepen your strategic know-how and develop practical rigour to accelerate organisational
More informationBespoke talent management programmes
Bespoke talent management programmes Here at the University of Portsmouth, we have the expertise to add significant value to your training and development programmes by: bringing fresh ideas and the latest
More informationCUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH
CUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH 1 Customer Strategy CUSTOMER STRATEGY With more connected global marketplaces, shortened product and service innovation
More informationArticle. Jørgen Thorsell & Didier Gonin: the hottest new trends in executive development
Article Jørgen Thorsell & Didier Gonin: the hottest new trends in executive development J ørgen Thorsell and Didier Gonin are senior executives with Denmark-based Mannaz A/S (formerly The Danish Leadership
More informationThe Customer Journey Mapping Workbook how to make your business truly customer- centric
The Customer Journey Mapping Workbook how to make your business truly customer- centric A Whitepaper by Customer Faithful Limited 2013 All rights reserved How should businesses get underway in defining
More informationMOBILE APP DEVELOPMENT
MOBILE APP DEVELOPMENT First Floor, Mariner House 62 Prince Street, Bristol, BS1 4QD +44(0)117 226 2000 www.calvium.com hello@calvium.com An Introduction... 1 1 ABOUT CALVIUM 2 ABOUT APPDEV 3 APPS FOR
More informationThe ReMark Proposition....at a glance. Maximum Value Creation
The ReMark Proposition...at a glance Our proposition at a glance Vision For Our Relationship ReMark seeks opportunities to partner with financial institutions to build discrete Alternative Distribution
More informationASAP- Accelerated SAP
ASAP- Accelerated SAP Vanessa Hong What is ASAP? What is ASAP Methodology? ASAP, accelerated SAP implement, means to go through the SAP implementation process efficiently. Accelerated SAP Methodology is
More informationAdvertising and Marketing Communications
Advertising and Marketing Communications BA Hons Greenwich Campus gre.ac.uk/business Why study this programme? This programme concentrates on the skills and techniques associated with the specialist area
More informationEstablishment of the Entrepreneurs Infrastructure Programme
Fall 08 Establishment of the Entrepreneurs Infrastructure Programme Discussion Paper www.industry.gov.au 1. Introduction 1.1 Purpose In line with the Government s vision to enable growth and productivity
More informationTsinghua - Santander World Challenges of 21 st Century Program
Tsinghua - Santander World Challenges of 21 st Century Program Index Tsinghua Santander World Challenges of 21 st Century Program Background Introduction Theme Purpose Features Participants Sponsors Co-organizer
More informationSupply Chain Excellence
Executive MasterClass For fee, dates & location details see page 8 The Overview Introduction How can industry leaders build an effective supply chain to reduce costs and enhance value? Effective Supply
More informationBring simplicity to a complex global communications environment_
Global Elite Bring simplicity to a complex global communications environment_ Global Solutions Greater control, greater rewards_ Mobility is now a core component of the business world and presents enterprises
More information900 FTE RECRUITING OVER. How Capita used insight to deliver the most successful Black Friday for a major retail customer.
How Capita used insight to deliver the most successful Black Friday for a major retail customer Case Study RECRUITING OVER 900 FTE within a 12 week period 2 Capita Retail Case Study ACCREDITED TRAINING
More informationMulti-channel mobile marketing and CRM solutions for Mobile Network Operators
Multi-channel mobile marketing and CRM solutions for Mobile Network Operators future mobile technology marketing business entertainment media Interactive Messaging (SMS, MMS, Email and Voice) Mobile Internet
More informationAGILE BUSINESS SERVICES. Guiding and supporting your business. at any stage of your agile journey
AGILE BUSINESS SERVICES Guiding and supporting your business at any stage of your agile journey SOGETI AGILE SERVICES Overcoming barriers to agile success Agile methods are being adopted by a wide range
More informationUnderstanding the Path to Purchase
Understanding the Path to Purchase Lisa Allan Research Director SPA Future Thinking Introduction Understanding the purchase decision process within the automotive sector is increasingly complex. In less
More informationDtveCHalTey Floiu EIB*-Ctudw<ck WcMrt Miyei KtvJn Johnston emari by om cmnes
Strategy, Implementation and Practice Visit the Internet Marketing, Strategy, Implementation and Practice, Fourth Edition Companion Website at www.pearsoned.co.uk/chaffey to find valuable student learning
More informationCustomer Experience Management
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
More informationThe CRM 49 day success programme. Learn how to take control of your business destiny with our mentored CRM skills development service.
The CRM 49 day success programme Learn how to take control of your business destiny with our mentored CRM skills development service. Peter Clements, Microsoft Certified CRM Project Manager, Trainer &
More informationWhat next? 5 predictions about the future of online co-creation
What next? 5 predictions about the future of online co-creation Felix Koch, Consultancy Director, Promise Communities July 2011 Five predictions about the future of online co-creation How we keep up with
More informationDelivering results for financial services
Delivering results for financial services [P3] Strategic thinking and creative solutions deliver exceptional results What do we know about financial services? Who have we worked with? Atkinson Associates
More informationJob Description / Specification
Employee Date December 2015 Job Title Website and Digital Development Manager Location Hammersmith Reporting To Head of Marketing Employment Full time / Permanent The British Safety Council are a leading
More informationSERVICE DESIGN THINKING WORKSHOP
SERVICE DESIGN THINKING WORKSHOP Innovate customer experiences through Service Design 4-Day International Executive Program November 23-26, Monday-Thursday Madrid, Spain SERVICE DESIGN THINKING WORKSHOP
More informationContinuous Customer Dialogues
Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4
More informationdelivering commercial & innovative multichannel retail experiences
delivering commercial & innovative multichannel retail experiences 2-day workshop Milan 8 th -9 th May 2012 Nhow hotel, via Tortona 35 presented in English Objective & relevance: >This 2 day workshop explains
More informationSmall Business Solution
Small Business Solution Branding your emails enables you to cost effectively and effortlessly use every email your business sends to increase brand awareness, website traffic, new business leads and your
More informationintroduction. what we do. how we do it. what we have done. what we would like to do.
We help designers and agencies deliver interaction with world class brands. We work in all sectors of experiential marketing communications: Brand Installations Exhibitions Retail POS Road shows Museums
More informationUltra-rapid Prototype Delivery
Ultra-rapid Prototype Delivery OVERVIEW At Matter we believe that prototypes provide the foundations for project success. Our Ultra Rapid Prototyping service is designed to deliver a working prototype
More informationSession 2 Generating Value from 'Big Data' Mark T. Bain
Session 2 Generating Value from 'Big Data' Mark T. Bain Presented by Mark Bain Head of Insurance Consulting KPMG GENERATING VALUE FROM BIG DATA 1 BIG DATA IS EVERYWHERE WHAT IS BIG DATA ALL ABOUT? WHAT
More informationSERVICE DESIGN User stories
SERVICE DESIGN User stories CONTENT User stories Scenarios Storyboards TOOLS AND METHODS A scenario type user story SERVICE DESIGN PROCESS USER INFORMATION USER PERSONAS USER STORIES CUSTOMER JOURNEY SERVICE
More informationOUTSOURCED CONTACT CENTRE
OUTSOURCED CONTACT CENTRE Inbound & Outbound Call Services Database development & customization By: Shahrukh Moghal Director shahrukh@contactskills.com +60123278240 Quality Input Resources Sdn. Bhd. Call
More informationHow To Meet Customer Expectations On Mobile
IBM Software Industry Solutions Meeting the expectations of the mobile customer Strategies for offering a consistent customer experience across channels Meeting the expectations of the mobile customer
More informationEngaging with care. Caring about customers Delivering business value. Customer acquisition. Customer retention. Customer care.
Caring about customers Delivering business value Customer acquisition. Customer retention. Customer care. Outsourced Customer and Prospect Management Services www.careline-services.co.uk Our outsourced
More informationExcel Communications. Company Profile
Excel Communications Company Profile Company Profile Excel Communications is a training and development consultancy based near London and operating on four continents, in thirteen languages and specialising
More informationCustomer Experience Benchmarking
HOWTOEXPERIENCE are experts in Customer Experience Strategy and Implementation. I d highly recommend David and his team for any customer experience project. Nicola Collister, Customer Experience Director,
More informationEmployee Relationship Management Improving Performance by Understanding Your Employees
Loyalty Employee Relationship Management Improving Performance by Understanding Your Employees Ipsos MORI provide leading edge employee research and consultancy services. Over the last 40 years we have
More informationThe firm. of the future. Accelerating sustainable progress. Your business technologists. Powering progress
The firm of the future Accelerating sustainable progress Your business technologists. Powering progress At Atos we strive to create the firm of the future. We believe that bringing together people, technology
More informationOverview & Capabilities
Overview & Capabilities Contents The Terrace Initiative Overview Transformation Sciences Transformation Sciences Insights Our Capabilities: Change Management Program & Project Management Business Analysis
More informationPROFESSIONAL SERVICES MARKETING. www.marketingcollege.com CIM PROFESSIONAL CERTIFICATE CIM PROFESSIONAL DIPLOMA CIM CHARTERED DIPLOMA
PROFESSIONAL SERVICES MARKETING DISTANCE LEARNING COURSES AT CAMBRIDGE MARKETING COLLEGE CIM PROFESSIONAL CERTIFICATE CIM PROFESSIONAL DIPLOMA CIM CHARTERED DIPLOMA www.marketingcollege.com CIM CERTIFICATE
More informationHow To Create A Customer Experience For Retail
Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your
More informationSPV Global. Overseas Property Investment. Investing in established and stable property markets
SPV Global Overseas Property Investment Investing in established and stable property markets About Us SPV Global is an overseas property agency for Chinese investors in Hong Kong, Macau, China and Taiwan.
More informationI-Phone in the Mobile Phone Market in the UK
I-Phone in the Mobile Phone Market in the UK 1 2 DECLARATION I...assure that this project work is my own and is written in my own words. All the external information for the completion of the project in
More informationJoin the UK and Ireland s Leading Supplier of Microsoft Dynamics
Join the UK and Ireland s Leading Supplier of Microsoft Dynamics Offices Oxford Dublin Holland Manchester Hook About K3 K3 is a leading global software provider for the Retail, Manufacturing and Distribution
More informationRAKUTEN ATTRIBUTION MEASURING THE MODERN SHOPPER RAKUTEN ATTRIBUTION
RAKUTEN MARKETING Measuring the Modern Shopper Measuring the Modern Shopper Introduction Modern retailing is developing fast and the lines between online and offline are increasingly blurred. We have come
More informationThe B2B customer community Part of Deloitte s Colingo proposition. Deloitte Digital Copyright 2014 Deloitte Digital LLC. All rights reserved.
The B2B customer community Part of Deloitte s Colingo proposition Deloitte Digital Copyright 2014 Deloitte Digital LLC. All rights reserved. Contents 1. About Deloitte Digital 2. About Hub 3. Technical
More informationOil & Gas Talent Management Workshop
Oil & Gas Talent Management Workshop Masterclass on Talent Management and Employee Engagement in the International oil & gas industry. Programme Brochure Introduction Oil & Gas Talent Management Workshop
More informationJ.P. Morgan Global Liquidity. Managed Reserves Fund Operation Services Guide. JPM Managed Reserves Fund
J.P. Morgan Global Liquidity Managed Reserves Fund Operation Services Guide JPM Managed Reserves Fund Insight Process =use Results For+institutional only Strictly not for public distribution Welcome to
More information