New management paradigms

Sylvain Cottong's blog about economics, technology, society & culture

Tag: serviceinnovation

Understand, measure & promote service innovation in Luxembourg

Back in October 2011, I have been asked to produce a report on the seminar ‘Understand, measure & promote service innovation in Luxembourg’ took place on October 5th 2011, at the Public Research Center Henry Tudor in Luxembourg following an initiative of Serge Allegrezza

Continue reading

Mobile apps as touchpoints in a service system

In September 2011 I had the pleasure to be invited by my good friend and augmented citizen Dan Romescu (@dromescu), a world-travelling mobile tech guru, to the Eastern-European Mobile Monday summit in Bucharest, Romania.

The event, which gathered several hundred highly talented mobile developers and small companies mainly from Eastern Europe was sponsored bya series of device manufacturers, Telco operators & other mobile services companies. (They know why they do that….they need the developer’s talents to create content for monetizing their networks & devices..)

Continue reading

Interview in Computerworld Romania

Back in September 2011, I made a presentation at the Eastern Europe Mobile Monday summit in Bucharest. Following that presentation, I got interviewed by Computer World Romania in their November 2011 issue.

Here is a transcript of the Interview in English:

Continue reading

Customer journey mapping vs. job mapping

Customer journey maps are considered as a central tool in service design: Diagrams that illustrate the steps customers go through in engaging with a company or public service, whether it be a product, an online experience, retail experience, or a service, or any combination.

Customer’s typically follow a similar mental and formal process when engaging with a company. A typical framework is:

Awareness -> Research -> Engaging -> Buying -> Delivery -> Use -> Support -> Sharing

Continue reading