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THE BUILDING BLOCKS OF CUSTOMER CENTRICITY The components of Livework’s customer centricity maturity model. 1. Customer vision and strategy: The journey starts with a clear vision of the experience your organisation wants to deliver to its customers. You should clearly outline why change is needed, anchoring your case with a description of benefits to be gained and value to be created. SERVICE TRANSFORMATION It was created in collaboration with the director of commercial clients to communicate in the transformation of their business to a customercentric organisation. The diagram shows the traditional approach of pushing customers to self-service (left of the pyramid) and the way customers will be introduced and guided towards self-service solutions FIVE VALUABLE BENEFITS OF CUSTOMER CENTRICITY Understand the before, during and after of the customer's journey. These customer centricity benefits are based on an understanding of how customers move in and out of relationships with businesses and the products and services they buy. There is a before, during and after to all these relationships. Our human needs at each of these stages, and BEN REASON - LIVEWORKSTUDIO Ben Reason. Next. Previous. I am a founding partner of Livework having set-up the company in 2001. My focus on keeping Livework at the forefront of service design practice and ensuring we continue to create value for our clients. Contact. ben@liveworkstudio.com. In my time at Livework I have worked with multinational companies andexciting
THE TELECOMS CUSTOMER LIFECYCLE The telecoms customer lifecycle is an incredibly powerful framework to understand which initiatives will make the most impact for customers and the business. It gives clear direction for the design of detailed customer journeys, and helps identify solutions that work. The results will show in both more satisfied customers, and more successful LUIS ALT - LIVEWORKSTUDIO Previous. Building awareness on service thinking, leading service innovation projects, helping to dictate a vision for Livework and making sure we have the right people and tools to create impact in the service world. Contact. luis@liveworkstudio.com.br. From a very young age I have always had an interest in business, people and creativity. HELPING A SPORTSWEAR GIANT BECOME CUSTOMER-OBSESSED Helping a Sportswear giant become customer-obsessed. Adidas has grown from a German family business to one of the world’s most famous brands. In order to stay at the cutting edge of style and sportswear, they’re refining and developing the service they provide. We’ve been helping them on their journey to becoming a customer-centric (oras
ANTON DRACHUK
anton@liveworkstudio.com. Livework is a unique company. Not just as pioneers of service design but also because they tap into (what I perceive to be) the core of design practice — balance. I grew up in Belarus and moved to Poland to study art, design, film and psychology. There I worked as a designer and manager in advertising and digital. TIME TO EDUCATE CONSUMERS ON ENERGY USAGE Time To Educate Consumers On Energy Usage. When people try to cut down their energy bills, changing energy consumption habits is more effective than switching to cheaper providers. However, the latter is what people most often do. They don’t feel attached or loyal to their providers, as in their eyes all suppliers are essentially thesame.
CUSTOMER CENTRICITY ASSESSMENT Design is the key to making this happen. It helps to prioritise investments and align customer experience with business goals and operational efficiency. Our tool will help you assess your customer centricity maturity and identify the design capabilities that will enable you to transform your organisation. Take the assessment. Whatyou will get.
THE BUILDING BLOCKS OF CUSTOMER CENTRICITY The components of Livework’s customer centricity maturity model. 1. Customer vision and strategy: The journey starts with a clear vision of the experience your organisation wants to deliver to its customers. You should clearly outline why change is needed, anchoring your case with a description of benefits to be gained and value to be created. SERVICE TRANSFORMATION It was created in collaboration with the director of commercial clients to communicate in the transformation of their business to a customercentric organisation. The diagram shows the traditional approach of pushing customers to self-service (left of the pyramid) and the way customers will be introduced and guided towards self-service solutions FIVE VALUABLE BENEFITS OF CUSTOMER CENTRICITY Understand the before, during and after of the customer's journey. These customer centricity benefits are based on an understanding of how customers move in and out of relationships with businesses and the products and services they buy. There is a before, during and after to all these relationships. Our human needs at each of these stages, and BEN REASON - LIVEWORKSTUDIO Ben Reason. Next. Previous. I am a founding partner of Livework having set-up the company in 2001. My focus on keeping Livework at the forefront of service design practice and ensuring we continue to create value for our clients. Contact. ben@liveworkstudio.com. In my time at Livework I have worked with multinational companies andexciting
THE TELECOMS CUSTOMER LIFECYCLE The telecoms customer lifecycle is an incredibly powerful framework to understand which initiatives will make the most impact for customers and the business. It gives clear direction for the design of detailed customer journeys, and helps identify solutions that work. The results will show in both more satisfied customers, and more successful LUIS ALT - LIVEWORKSTUDIO Previous. Building awareness on service thinking, leading service innovation projects, helping to dictate a vision for Livework and making sure we have the right people and tools to create impact in the service world. Contact. luis@liveworkstudio.com.br. From a very young age I have always had an interest in business, people and creativity. HELPING A SPORTSWEAR GIANT BECOME CUSTOMER-OBSESSED Helping a Sportswear giant become customer-obsessed. Adidas has grown from a German family business to one of the world’s most famous brands. In order to stay at the cutting edge of style and sportswear, they’re refining and developing the service they provide. We’ve been helping them on their journey to becoming a customer-centric (oras
ANTON DRACHUK
anton@liveworkstudio.com. Livework is a unique company. Not just as pioneers of service design but also because they tap into (what I perceive to be) the core of design practice — balance. I grew up in Belarus and moved to Poland to study art, design, film and psychology. There I worked as a designer and manager in advertising and digital. TIME TO EDUCATE CONSUMERS ON ENERGY USAGE Time To Educate Consumers On Energy Usage. When people try to cut down their energy bills, changing energy consumption habits is more effective than switching to cheaper providers. However, the latter is what people most often do. They don’t feel attached or loyal to their providers, as in their eyes all suppliers are essentially thesame.
SERVICE DESIGN
Service design reduces business risks by testing with customers and staff from day one. Sharing customer insights across organisation breaks down silos and aligns efforts. A smart strategy without good execution rarely achieves service excellence. It takes craft, the right methods and skills to connect customers with businesses inconcrete ways.
SERVICE DESIGN FUNDAMENTALS TRAINING 2020 I'm a designer raised by engineers, with a love of data and charts, and an obsession with storytelling. I love the way design requires a pendulum swing between tiny details and the holistic, over-archinggoals.
CUSTOMER CENTRICITY ASSESSMENT Design is the key to making this happen. It helps to prioritise investments and align customer experience with business goals and operational efficiency. Our tool will help you assess your customer centricity maturity and identify the design capabilities that will enable you to transform your organisation. Take the assessment. Whatyou will get.
SERVICE TRANSFORMATION It was created in collaboration with the director of commercial clients to communicate in the transformation of their business to a customercentric organisation. The diagram shows the traditional approach of pushing customers to self-service (left of the pyramid) and the way customers will be introduced and guided towards self-service solutions THE IMPACT OF THE PANDEMIC ON THESE SERVICE DESIGN TRENDS The impact of the pandemic on these Service Design trends. Over the years we’ve written about service design and how our discipline contributes to tackling emerging challenges in businesses and public services. Covid has made us realise the four themes that underpin our work, regardless of trends and market fluctuations: Customercentricity
DESIGNING A MORE SUSTAINABLE FUTURE Designing for sustainable services and sustainable organisations. Examples of how design can play a multi-level role in adapting humanactivities, thus
HOUSING IN 21ST CENTURY CITIES Powerful connectivity solutions further enable distance working, making it more pleasant and effective. At Livework, we often have group meetings with up to 10 people from 10 different homes. These used to be a messy series of people losing connections, but improved bandwidth and communication tools are starting to solve this. DESIGNING A SUCCESSFUL INTERNAL LAUNCH Engage staff before, during and after. The success of an internal launch starts long before a project goes live. Involving frontline staff before launch makes it much easier to get their help in resolving unexpected issues – for them or for end-customers, during and after the project goes live. Staff goodwill alone can make orbreak your project.
ANTON DRACHUK
anton@liveworkstudio.com. Livework is a unique company. Not just as pioneers of service design but also because they tap into (what I perceive to be) the core of design practice — balance. I grew up in Belarus and moved to Poland to study art, design, film and psychology. There I worked as a designer and manager in advertising and digital. TIME TO EDUCATE CONSUMERS ON ENERGY USAGE Time To Educate Consumers On Energy Usage. When people try to cut down their energy bills, changing energy consumption habits is more effective than switching to cheaper providers. However, the latter is what people most often do. They don’t feel attached or loyal to their providers, as in their eyes all suppliers are essentially thesame.
THE BUILDING BLOCKS OF CUSTOMER CENTRICITY The components of Livework’s customer centricity maturity model. 1. Customer vision and strategy: The journey starts with a clear vision of the experience your organisation wants to deliver to its customers. You should clearly outline why change is needed, anchoring your case with a description of benefits to be gained and value to be created. FIVE VALUABLE BENEFITS OF CUSTOMER CENTRICITY Understand the before, during and after of the customer's journey. These customer centricity benefits are based on an understanding of how customers move in and out of relationships with businesses and the products and services they buy. There is a before, during and after to all these relationships. Our human needs at each of these stages, and THE TELECOMS CUSTOMER LIFECYCLE The telecoms customer lifecycle is an incredibly powerful framework to understand which initiatives will make the most impact for customers and the business. It gives clear direction for the design of detailed customer journeys, and helps identify solutions that work. The results will show in both more satisfied customers, and more successful SERVICE TRANSFORMATION It was created in collaboration with the director of commercial clients to communicate in the transformation of their business to a customercentric organisation. The diagram shows the traditional approach of pushing customers to self-service (left of the pyramid) and the way customers will be introduced and guided towards self-service solutions BEN REASON - LIVEWORKSTUDIO Ben Reason. Next. Previous. I am a founding partner of Livework having set-up the company in 2001. My focus on keeping Livework at the forefront of service design practice and ensuring we continue to create value for our clients. Contact. ben@liveworkstudio.com. In my time at Livework I have worked with multinational companies andexciting
HELPING A SPORTSWEAR GIANT BECOME CUSTOMER-OBSESSED Helping a Sportswear giant become customer-obsessed. Adidas has grown from a German family business to one of the world’s most famous brands. In order to stay at the cutting edge of style and sportswear, they’re refining and developing the service they provide. We’ve been helping them on their journey to becoming a customer-centric (oras
LUIS ALT - LIVEWORKSTUDIO Previous. Building awareness on service thinking, leading service innovation projects, helping to dictate a vision for Livework and making sure we have the right people and tools to create impact in the service world. Contact. luis@liveworkstudio.com.br. From a very young age I have always had an interest in business, people and creativity.ANTON DRACHUK
anton@liveworkstudio.com. Livework is a unique company. Not just as pioneers of service design but also because they tap into (what I perceive to be) the core of design practice — balance. I grew up in Belarus and moved to Poland to study art, design, film and psychology. There I worked as a designer and manager in advertising and digital. IMPLEMENTING SERVICE DESIGN IN THE ORGANISATION Implementing service design in the organisation. Principles to ensure an effective adoption of service design by organisations. Pitfalls &best practices.
TIME TO EDUCATE CONSUMERS ON ENERGY USAGE Time To Educate Consumers On Energy Usage. When people try to cut down their energy bills, changing energy consumption habits is more effective than switching to cheaper providers. However, the latter is what people most often do. They don’t feel attached or loyal to their providers, as in their eyes all suppliers are essentially thesame.
THE BUILDING BLOCKS OF CUSTOMER CENTRICITY The components of Livework’s customer centricity maturity model. 1. Customer vision and strategy: The journey starts with a clear vision of the experience your organisation wants to deliver to its customers. You should clearly outline why change is needed, anchoring your case with a description of benefits to be gained and value to be created. FIVE VALUABLE BENEFITS OF CUSTOMER CENTRICITY Understand the before, during and after of the customer's journey. These customer centricity benefits are based on an understanding of how customers move in and out of relationships with businesses and the products and services they buy. There is a before, during and after to all these relationships. Our human needs at each of these stages, and THE TELECOMS CUSTOMER LIFECYCLE The telecoms customer lifecycle is an incredibly powerful framework to understand which initiatives will make the most impact for customers and the business. It gives clear direction for the design of detailed customer journeys, and helps identify solutions that work. The results will show in both more satisfied customers, and more successful SERVICE TRANSFORMATION It was created in collaboration with the director of commercial clients to communicate in the transformation of their business to a customercentric organisation. The diagram shows the traditional approach of pushing customers to self-service (left of the pyramid) and the way customers will be introduced and guided towards self-service solutions BEN REASON - LIVEWORKSTUDIO Ben Reason. Next. Previous. I am a founding partner of Livework having set-up the company in 2001. My focus on keeping Livework at the forefront of service design practice and ensuring we continue to create value for our clients. Contact. ben@liveworkstudio.com. In my time at Livework I have worked with multinational companies andexciting
HELPING A SPORTSWEAR GIANT BECOME CUSTOMER-OBSESSED Helping a Sportswear giant become customer-obsessed. Adidas has grown from a German family business to one of the world’s most famous brands. In order to stay at the cutting edge of style and sportswear, they’re refining and developing the service they provide. We’ve been helping them on their journey to becoming a customer-centric (oras
LUIS ALT - LIVEWORKSTUDIO Previous. Building awareness on service thinking, leading service innovation projects, helping to dictate a vision for Livework and making sure we have the right people and tools to create impact in the service world. Contact. luis@liveworkstudio.com.br. From a very young age I have always had an interest in business, people and creativity.ANTON DRACHUK
anton@liveworkstudio.com. Livework is a unique company. Not just as pioneers of service design but also because they tap into (what I perceive to be) the core of design practice — balance. I grew up in Belarus and moved to Poland to study art, design, film and psychology. There I worked as a designer and manager in advertising and digital. IMPLEMENTING SERVICE DESIGN IN THE ORGANISATION Implementing service design in the organisation. Principles to ensure an effective adoption of service design by organisations. Pitfalls &best practices.
TIME TO EDUCATE CONSUMERS ON ENERGY USAGE Time To Educate Consumers On Energy Usage. When people try to cut down their energy bills, changing energy consumption habits is more effective than switching to cheaper providers. However, the latter is what people most often do. They don’t feel attached or loyal to their providers, as in their eyes all suppliers are essentially thesame.
CUSTOMER CENTRICITY ASSESSMENT Design is the key to making this happen. It helps to prioritise investments and align customer experience with business goals and operational efficiency. Our tool will help you assess your customer centricity maturity and identify the design capabilities that will enable you to transform your organisation. Take the assessment. Whatyou will get.
SERVICE DESIGN
Service design reduces business risks by testing with customers and staff from day one. Sharing customer insights across organisation breaks down silos and aligns efforts. A smart strategy without good execution rarely achieves service excellence. It takes craft, the right methods and skills to connect customers with businesses inconcrete ways.
SERVICE TRANSFORMATION It was created in collaboration with the director of commercial clients to communicate in the transformation of their business to a customercentric organisation. The diagram shows the traditional approach of pushing customers to self-service (left of the pyramid) and the way customers will be introduced and guided towards self-service solutionsSERVICE STRATEGY
A service strategy has to be well understood across the organisation, so that it can be successfully executed. The most effective method to bring service concepts to life is storytelling. Stories put abstract services and ideas in a context that people understand. Good stories are tangible and are able to inform, excite and engage with everyone HOUSING IN 21ST CENTURY CITIES Powerful connectivity solutions further enable distance working, making it more pleasant and effective. At Livework, we often have group meetings with up to 10 people from 10 different homes. These used to be a messy series of people losing connections, but improved bandwidth and communication tools are starting to solve this. WHAT IS AN OUTSIDE-IN PERSPECTIVE? An outside-in perspective is required to counteract the bias to inward focus. It is a deliberate activity and approach that aims to drag a business back into focusing on what is going on in the world of their customers. Adopting an outside-in perspective it is not as easy as it sounds. To make it easier, we treat it like the set-up for a movieANTON DRACHUK
anton@liveworkstudio.com. Livework is a unique company. Not just as pioneers of service design but also because they tap into (what I perceive to be) the core of design practice — balance. I grew up in Belarus and moved to Poland to study art, design, film and psychology. There I worked as a designer and manager in advertising and digital. A SMART PARKING SERVICE FOR LONDON A smart parking service for London. Parking in cities is a major pain point for drivers. It’s also a major cause of congestion. As both cities and cars get smarter there has to be a better way. We worked with Ford in the London borough of Islington to deliver GoPark. It’s now a live service that’s expanded to 10 other boroughs to date.ERIK ROSCAM ABBING
Erik Roscam Abbing. Next. Previous. As the Director of Innovation at Livework, I'm proud to lead the team in thinking about how service design can help build a positive future full of sustainable, inclusive services that make the world a better place. Contact. +31 624 518 462. erik@liveworkstudio.com. DESIGNING A SUCCESSFUL INTERNAL LAUNCH Engage staff before, during and after. The success of an internal launch starts long before a project goes live. Involving frontline staff before launch makes it much easier to get their help in resolving unexpected issues – for them or for end-customers, during and after the project goes live. Staff goodwill alone can make orbreak your project.
THE BUILDING BLOCKS OF CUSTOMER CENTRICITY The components of Livework’s customer centricity maturity model. 1. Customer vision and strategy: The journey starts with a clear vision of the experience your organisation wants to deliver to its customers. You should clearly outline why change is needed, anchoring your case with a description of benefits to be gained and value to be created. FIVE VALUABLE BENEFITS OF CUSTOMER CENTRICITY Understand the before, during and after of the customer's journey. These customer centricity benefits are based on an understanding of how customers move in and out of relationships with businesses and the products and services they buy. There is a before, during and after to all these relationships. Our human needs at each of these stages, and THE TELECOMS CUSTOMER LIFECYCLE The telecoms customer lifecycle is an incredibly powerful framework to understand which initiatives will make the most impact for customers and the business. It gives clear direction for the design of detailed customer journeys, and helps identify solutions that work. The results will show in both more satisfied customers, and more successful SERVICE TRANSFORMATION It was created in collaboration with the director of commercial clients to communicate in the transformation of their business to a customercentric organisation. The diagram shows the traditional approach of pushing customers to self-service (left of the pyramid) and the way customers will be introduced and guided towards self-service solutions BEN REASON - LIVEWORKSTUDIO Ben Reason. Next. Previous. I am a founding partner of Livework having set-up the company in 2001. My focus on keeping Livework at the forefront of service design practice and ensuring we continue to create value for our clients. Contact. ben@liveworkstudio.com. In my time at Livework I have worked with multinational companies andexciting
HELPING A SPORTSWEAR GIANT BECOME CUSTOMER-OBSESSED Helping a Sportswear giant become customer-obsessed. Adidas has grown from a German family business to one of the world’s most famous brands. In order to stay at the cutting edge of style and sportswear, they’re refining and developing the service they provide. We’ve been helping them on their journey to becoming a customer-centric (oras
LUIS ALT - LIVEWORKSTUDIO Previous. Building awareness on service thinking, leading service innovation projects, helping to dictate a vision for Livework and making sure we have the right people and tools to create impact in the service world. Contact. luis@liveworkstudio.com.br. From a very young age I have always had an interest in business, people and creativity.ANTON DRACHUK
anton@liveworkstudio.com. Livework is a unique company. Not just as pioneers of service design but also because they tap into (what I perceive to be) the core of design practice — balance. I grew up in Belarus and moved to Poland to study art, design, film and psychology. There I worked as a designer and manager in advertising and digital. IMPLEMENTING SERVICE DESIGN IN THE ORGANISATION Implementing service design in the organisation. Principles to ensure an effective adoption of service design by organisations. Pitfalls &best practices.
TIME TO EDUCATE CONSUMERS ON ENERGY USAGE Time To Educate Consumers On Energy Usage. When people try to cut down their energy bills, changing energy consumption habits is more effective than switching to cheaper providers. However, the latter is what people most often do. They don’t feel attached or loyal to their providers, as in their eyes all suppliers are essentially thesame.
THE BUILDING BLOCKS OF CUSTOMER CENTRICITY The components of Livework’s customer centricity maturity model. 1. Customer vision and strategy: The journey starts with a clear vision of the experience your organisation wants to deliver to its customers. You should clearly outline why change is needed, anchoring your case with a description of benefits to be gained and value to be created. FIVE VALUABLE BENEFITS OF CUSTOMER CENTRICITY Understand the before, during and after of the customer's journey. These customer centricity benefits are based on an understanding of how customers move in and out of relationships with businesses and the products and services they buy. There is a before, during and after to all these relationships. Our human needs at each of these stages, and THE TELECOMS CUSTOMER LIFECYCLE The telecoms customer lifecycle is an incredibly powerful framework to understand which initiatives will make the most impact for customers and the business. It gives clear direction for the design of detailed customer journeys, and helps identify solutions that work. The results will show in both more satisfied customers, and more successful SERVICE TRANSFORMATION It was created in collaboration with the director of commercial clients to communicate in the transformation of their business to a customercentric organisation. The diagram shows the traditional approach of pushing customers to self-service (left of the pyramid) and the way customers will be introduced and guided towards self-service solutions BEN REASON - LIVEWORKSTUDIO Ben Reason. Next. Previous. I am a founding partner of Livework having set-up the company in 2001. My focus on keeping Livework at the forefront of service design practice and ensuring we continue to create value for our clients. Contact. ben@liveworkstudio.com. In my time at Livework I have worked with multinational companies andexciting
HELPING A SPORTSWEAR GIANT BECOME CUSTOMER-OBSESSED Helping a Sportswear giant become customer-obsessed. Adidas has grown from a German family business to one of the world’s most famous brands. In order to stay at the cutting edge of style and sportswear, they’re refining and developing the service they provide. We’ve been helping them on their journey to becoming a customer-centric (oras
LUIS ALT - LIVEWORKSTUDIO Previous. Building awareness on service thinking, leading service innovation projects, helping to dictate a vision for Livework and making sure we have the right people and tools to create impact in the service world. Contact. luis@liveworkstudio.com.br. From a very young age I have always had an interest in business, people and creativity.ANTON DRACHUK
anton@liveworkstudio.com. Livework is a unique company. Not just as pioneers of service design but also because they tap into (what I perceive to be) the core of design practice — balance. I grew up in Belarus and moved to Poland to study art, design, film and psychology. There I worked as a designer and manager in advertising and digital. IMPLEMENTING SERVICE DESIGN IN THE ORGANISATION Implementing service design in the organisation. Principles to ensure an effective adoption of service design by organisations. Pitfalls &best practices.
TIME TO EDUCATE CONSUMERS ON ENERGY USAGE Time To Educate Consumers On Energy Usage. When people try to cut down their energy bills, changing energy consumption habits is more effective than switching to cheaper providers. However, the latter is what people most often do. They don’t feel attached or loyal to their providers, as in their eyes all suppliers are essentially thesame.
CUSTOMER CENTRICITY ASSESSMENT Design is the key to making this happen. It helps to prioritise investments and align customer experience with business goals and operational efficiency. Our tool will help you assess your customer centricity maturity and identify the design capabilities that will enable you to transform your organisation. Take the assessment. Whatyou will get.
SERVICE DESIGN
Service design reduces business risks by testing with customers and staff from day one. Sharing customer insights across organisation breaks down silos and aligns efforts. A smart strategy without good execution rarely achieves service excellence. It takes craft, the right methods and skills to connect customers with businesses inconcrete ways.
SERVICE TRANSFORMATION It was created in collaboration with the director of commercial clients to communicate in the transformation of their business to a customercentric organisation. The diagram shows the traditional approach of pushing customers to self-service (left of the pyramid) and the way customers will be introduced and guided towards self-service solutionsSERVICE STRATEGY
A service strategy has to be well understood across the organisation, so that it can be successfully executed. The most effective method to bring service concepts to life is storytelling. Stories put abstract services and ideas in a context that people understand. Good stories are tangible and are able to inform, excite and engage with everyone HOUSING IN 21ST CENTURY CITIES Powerful connectivity solutions further enable distance working, making it more pleasant and effective. At Livework, we often have group meetings with up to 10 people from 10 different homes. These used to be a messy series of people losing connections, but improved bandwidth and communication tools are starting to solve this. WHAT IS AN OUTSIDE-IN PERSPECTIVE? An outside-in perspective is required to counteract the bias to inward focus. It is a deliberate activity and approach that aims to drag a business back into focusing on what is going on in the world of their customers. Adopting an outside-in perspective it is not as easy as it sounds. To make it easier, we treat it like the set-up for a movie A SMART PARKING SERVICE FOR LONDON A smart parking service for London. Parking in cities is a major pain point for drivers. It’s also a major cause of congestion. As both cities and cars get smarter there has to be a better way. We worked with Ford in the London borough of Islington to deliver GoPark. It’s now a live service that’s expanded to 10 other boroughs to date.ANTON DRACHUK
anton@liveworkstudio.com. Livework is a unique company. Not just as pioneers of service design but also because they tap into (what I perceive to be) the core of design practice — balance. I grew up in Belarus and moved to Poland to study art, design, film and psychology. There I worked as a designer and manager in advertising and digital.ERIK ROSCAM ABBING
Erik Roscam Abbing. Next. Previous. As the Director of Innovation at Livework, I'm proud to lead the team in thinking about how service design can help build a positive future full of sustainable, inclusive services that make the world a better place. Contact. +31 624 518 462. erik@liveworkstudio.com. DESIGNING A SUCCESSFUL INTERNAL LAUNCH Engage staff before, during and after. The success of an internal launch starts long before a project goes live. Involving frontline staff before launch makes it much easier to get their help in resolving unexpected issues – for them or for end-customers, during and after the project goes live. Staff goodwill alone can make orbreak your project.
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CUSTOMER CENTRICITY
BY DESIGN
This whitepaper is a collection of articles that summarises our approach to customer centricityDownload PDF
The clue is in the name: Livework. We improve the way people _live_ and _work_. We do this by designing services that are better for the people who use and deliver them. OUR MISSION AND THE PEOPLE WHO MAKE IT HAPPEN.Who we are
THE WORK WE DO AND HOW WE DO IT.What we do
MOST CLIENTS COME BACK. FIND OUT WHY.Happy clients
CLIENT WORK
CX Playbook at adidas: A standardised approach for practicing customer-centricity Read more THE CLIENTS WE WORK WITHView client work
“TfL has worked on a number of projects with Livework. They have consistently delivered an essential customer-focused perspective to the delivery and operation of change programmes.”* Matthew Hudson
* Head of Strategy, Technology and Data, Transport for London “The team at Livework was able to get up to speed incredibly quickly on a complex topic with many moving parts. We found their approach to be invaluable in informing the challenges we are putting forward to innovators to solve, as well as the structure of our prize processitself”
* Kathy Nothstine
* Head of Future Cities, Nesta “Truly customer-centric insight lead to higher quality of the concept. Collaboration with management was high and effective. Integration with business teams much better than with other Konedesign projects.”
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