Blog Archives

BCG paper: the value of our digital identity

Digital identity—the sum of all digitally available information about an individual—offers enormous potential value. Applications leveraging personal data can boost efficiency, focus research and marketing, and spur the creation of personalized products and services. But to unlock its full value, organizations must embrace responsibility, transparency, and user control.

My point of view: check this paper and Doc Searl’s The Intention Economy

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Posted in Front Office and Customer Service Operations, Knowledge management, Performance management, Recovery and the way out of the crisis, recession and depression, Social CRM and social business

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Tags: Vision, visionaries, vision things, trends, Front Office and Customer Service Operations, Knowledge management, Performance management, Recovery and the way out of the crisis, recession and depression, Social CRM and social business, Business, Google, Marketing and Advertising, Social media, Boston Consulting Group, Security, cocokashi-co), Digital identity, Personally identifiable information

McKinsey group’s paper: government designed for new times

Nov 11

Posted by Fred Zimny

To explore the approaches that governments around the world are taking to common problems, this anthology convenes political leaders and civil servants, economists and policy experts, generalists and specialists.

My point of view: design thinking used by policy makers is necessary but not sufficient. A fool with a tool is still a fool

Posted in Because i like to share again and again, Recovery and the way out of the crisis, recession and depression

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Tags: Because i like to share again and again, Business, Business process improvement, climate, Customer relationship management, Customer service, Human rights, McKinsey & Company, Policy, Politics, Recovery and the way out of the crisis, recession and depression, science, Security, Vision, visionaries, vision things, trends, Work experience

Customer Experience Map: Getting ‘proof of age’ identification prove eligibility for entitlement

Aug 6

Posted by Fred Zimny

Personal note:
At first thought i did not like the map. Not designed well. But this is real life. Map has been a favorite on my slideshare account this week. Hope u enjoy it too.

From the authors:

This Customer Experience Map is a graphical representation of the service journey of a customer getting a ‘proof of age’ identification card (POA ID). This is the (fictitious, but based on a real government service) scenario where a person with no traditional proof of age (e.g. drivers licence,
passport) needs to prove their eligibility in respect of age. The ‘Agency’ provides a POA ID card so people can use it in lieu of other forms of age proof. This map shows the customer perspective from the beginning, middle and end as they engage our Agency and other services and channels
to achieve their goal. It shows the range of tangible and quantitative interactions, triggers and touchpoints, as well as the intangible and qualitative motivations, frustrations and meanings that we can leverage, change, improve during the solutioning work for the change initiative

Posted in Social CRM and social business

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Tags: Access Control, Business, Business Services, Customer experience, Driver's license, Fire and Security, Identity document, Security, Social CRM and social business, Vision, visionaries, vision things, trends, womenreading

Are you ready for the EU cookie law? [INFOGRAPHIC]

May 25

Posted by Fred Zimny

See on Scoop.it – Designing design thinking driven operations

With the deadline for compliance with the EU e-Privacy Directive approaching, how prepared are marketers and consumers to face the challenges of the so-called EU cookie law?

See on www.business2community.com