05 Apr

The Service Design Days 2016 – almost ready

Yes, it is a fact. Together with the help of many experts in innovation, lean startup, service design and experience design, we will be able to offer a unique event in Barcelona!

In the past months the group of experts has been growing, and we are almost ready to start communicating about a unique two-days event that we are organising.

The idea behind this event originated one year ago, when three like-minded creative professionals shared their visions about the new continuum: the changing society, and how companies can stay relevant and connected in a fierce business landscape.

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12 Mar

Networks are the future

Are networks the future of our work? Will traditional corporate companies disappear? Are information technology and connectedness the drivers of nowaday’s changes? And what is the role of young millennials and digital-natives?

Paul Manson wrote almost a year ago: “Without us noticing, we are entering the post-capitalist era. At the heart of further change to come is information technology, new ways of working and the sharing economy. The old ways will take a long while to disappear, but it’s time to be utopian. Almost unnoticed, in the niches and hollows of the market system, whole swaths of economic life are beginning to move to a different rhythm. Parallel currencies, time banks, cooperatives and self-managed spaces have proliferated.” It is like Lynda Gratton wrote in 2011 in “The Sift: The future of work is already here”. We live in a time of transition. We are shifting from the industrial era with focus on productivity, efficiency and knowledge-scarcity towards a knowledge-based era focused on creativity, connectivity and transparency. It is what Peter Drucker mentioned already in 1992 in “The New Society of Organizations“: “In a matter of decades, society altogether rearranges itself – its worldview, its basic values, its social and political structures, its arts, its key institutions. Our age is such a period of transformation.”

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04 Feb

Innovation, start-ups, and solving daily life problems

Looking at Google, news about innovation is a daily matter. Almost everybody is talking about innovation. Especially tech start-ups. But what if we look a bit further?

I remember a debate about innovation and taking risks, and looked for it in my Twitter feed. See: Innovation or stagnation (Oxford Union Debate) and Technological stagnation and advanced countries. Talking about Apple, for instance, was the iPad an innovation, and what about the Apple Watch? An interesting discussion.

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06 Jan

The top 8 eCommerce challenges of 2016

2015 has been a successful year for eCommerce. But its full potential remained untapped with only 12% of EU retailers selling online to consumers in other EU countries, and 37% within their own country.

Similarly, only 15% of consumers purchase online from another EU country, while 44% do so from their own country. An explosive growth is predicted in 2016 and the value of eCommerce is expected to double in the upcoming years.

“Mobile” is becoming the consumer’s preferred way of shopping and mCommerce is set to take centre stage in 2016 with a growth twice as fast as eCommerce. Optimisation of the mobile platform, therefore, is of the highest priority for retailers and suppliers. A survey shows that 69% of them admit that they are busy making their apps and websites (more) responsive and more intuitive for users, customers.

Since 2010 we are talking about the Age of the Connected Customer. Europe has more than 33 million e-shoppers. The technological possibilities for a brand, retailer or e-tailer to connect with customers are enormous. But all services are being criticised. Customers expect truly personalised experiences, and a lot more. So what are the eCommerce challenges of 2016?

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18 Oct

A valuable customer experience

Customer experience (CX): is it clear what we are talking about?

Let’s first start with branding, a term that all marketers and communication managers are familiar with. For us, branding in short means: bonding. Bonding with your clients, with your employees, with your neighbourhood, and others.

experience-advocacy-relationship

To bond with people, a company (brand) needs to be part of the lives of their relations. Being part of their lives is relatively easy: it is being relevant, meaningful, useful, joyful. It is like a friendship: you sometimes need a friend for his advise, sometimes for his time, and sometimes for having a beer. If this friendship means a lot to you, the experience when meeting him or her will be precious, memorable, worthy.

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