Tag: Customer experience

  • Let’s play!

    In service design you stumble sooner or later in the use of Legos. They can be used in many different ways and stages. In Global CX 2020 Day which themes this year were CHANGE, Transformation and Future of CX, one of the keynote speakers Sirte Pihlaja, CX/EX advisor, community creator and global #1 best-selling author…

  • Customer experience success with design thinking

    In our Laurea master study of Design thinking led by Professor Katja Tschimmel, we “Learnt by doing” basic principles of design thinking concept and used Mindshake Innovation Design Thinking Model called Evolution 6. Study of Design thinking model helped me to understand the importance of concepts like fluidity in idea generation and idea hitlist, prototyping…

  • Can big organizations be agile?

    For big companies, change is hard and slow. No news here. However, corporations that are successful, keep up with the change. How is it done? A few quite interesting points were raised at an event on how to engage your customers in developing digital services organized by Helsinki Region Chamber of Commerce. The event was…

  • Engaging customers in developing digital services

    Event: Kuinka osallistat asiakkaat digipalveluidesi kehittämiseen? (How to engage your customers in developing your digital services?) Time: 10.12.2018, 8.30 – 11.30 Place: Helsinki Region Chamber of Commerce Helsinki Region Chamber of Commerce has organized a series of events related to digitalisation, out of which this was the 6th one. I haven’t participated the previous events but…

  • (Service) Designers, what for?

    by Kaisa Hölttä On the very first day of the Design Thinking course by Professor Katja Tschimmel, two existential questions rose in my mind: What is the role of a (service) designer in the innovation process? In the world where customers´role is more and more emphasizes, can customers even take a full responsibility of design…

  • What is Customer Journey and why others besides sales and marketing people should be interested about it?

    What is Customer Journey and why others besides sales and marketing people should be interested about it?   Customer Persona Before starting to formulate customer journey, it is important to define customer personas, to whom these journeys will be created. A while ago, I wrote about what Customer Personas are and why those are useful.…

  • Customer experience and healthcare

    From time to time you hear people understanding service design as something very strategic or too complicated to be applied for a development project. Purpose of this blog post is to show, applying service design can be practical and especially in healthcare sector, highly recommendable. Last week we organized an ideation workshop in a public…

  • Dog fur mittens?

    What does the customer of tomorrow want? I was at the launch of futurist Elina Hiltunen’s new book and petification was the morning’s first consumer trend. Elina identifies and explains 18 consumer trends that can have an impact on you, me and on different businesses through us. The trends already exist – it’s a question…

  • Change management- questions, chipmunks, kick offs and major population

    In my previous post I dealt with customer experience management and how CEOs and members of the board discussed about it in a seminar called Customer Oriented Strategies which was held on 16th of March 2017 at Aalto University School of Business. I thought that (at least) one of the seminar presentations deserved its own…

  • Building strong customer experience

    Kirsi Heikel, the host crystallized the idea of the seminar: Strong customer experience- easier said than done. The seminar was held at Aalto University School of Business on the 16th of March. I was invited to the seminar as an alumni and speaker of the Service Design course organized by Aalto Pro –Aalto University of…