The Job Map of an Employee’s Core Functional Job

I have always challenged people when making Customer Journey Maps and all those Personas that they should start by doing a few of them internally within the company. Get some feedback and try to determine how valid they are. Not so surprisingly, they consider a waste of time and hurry Continue reading The Job Map of an Employee’s Core Functional Job

Customer Experience Mimics The Employee Experience

We talk a lot about Customer Centricity and the Customer Experience. In fact, entire industries have been built on this thinking. I am a big advocate of it and in the past took the deeper dive into Service-Dominant Logic and Service Design and transforming it into my thinking, Lean Service Continue reading Customer Experience Mimics The Employee Experience

Value Proposition in Service Design

Value proposition

Cindy Barnes co-authored the book, Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit: It provides guidance for business leaders – demonstrating why having a strong value proposition is so important for a company. This practical title shows readers how to build, deliver and harness value propositions to Continue reading Value Proposition in Service Design

Event Design Interview

Event Design Canvas

This is the entire compilation of the interview with Ruud Janssen. Ruud is the co-author of a new book, Event Design Handbook: Systematically Design Innovative Events Using the EventCanvas, An overview of the book:  Event design is a new approach to systematically decompose and recompose the success of events. By using the Continue reading Event Design Interview

How to Create Opportunity

Art of Opportunity

Dr. Marc Sniukas is a global expert on strategic innovation for new growth and renewal, co-founder of Business Model Gallery – The World’s Largest Business Model Database, and adjunct professor of business innovation. Learn more about Marc at The Art of Opportunity: How to Build Growth and Ventures Through Strategic Continue reading How to Create Opportunity