Podcasts about service innovation

Brad Smith, CCXP, who brings his extensive experience from working with major companies like Symantec, Yahoo, and Sage. Mark and Brad delve into the future of customer experience (CX) management and explore a variety of valuable tools that can be applied to enhance CX. Brad shares actionable insights on hidden value, value realization versus value erosion, and introduces the concept of value mapping. He also discusses the importance of having a clear brand promise and how it plays a crucial role in delivering a cohesive customer experience. Key topics covered in this episode include: The importance of leveraging a comprehensive CX toolkit, including techniques like empathy maps, journey maps, and value mapping. A detailed discussion on identifying and unlocking hidden value within a company by examining areas with high customer traffic, and differentiating between value realization and value erosion. A fascinating case study on Brad's work with AARP, showcasing how to diagnose and rectify systemic issues that lead to customer churn and operational inefficiencies. The concept of value mapping, its significance, and how it helps in uncovering friction points in customer experiences. The critical role of brand promises and how they should guide every interaction to ensure consistency and memorability. Insights into the symbiotic relationship between marketing and CX in delivering on the brand promise. Meet Brad Brad has had the privilege of leading organizations in their customer-centric transformation at Symantec, Yahoo!, and Sage as their CCO/CMO. Across his 30+ years of leadership, Brad has led global support and service functions for Oracle, Openwave, and Verisign as well as small start-ups. Leveraging decades of experience and insights gained from over 50 client engagements, he knows how to quickly identify, unlock and realize the trapped value concealed across any organization. Currently, Brad is the President & Chairman of the Board of the Consortium for Service Innovation and through the work of the Consortium, has helped 100's of customer service organizations innovate better business models to deliver deep value to their customers while better engaging their employees to grow their businesses. He is also one of their recognized Innovators. Brad is also a Co-Founder and Tribal Advisor at TribeCX Ltd, an alumni member of the Forrester Chief Customer Executive Council, and the Chief Customer Officer (CCO) council, and a alumni Board Member (2018-2021) & recognized Innovator of Customer Experience Professional Association (CXPA). He is also a Certified Customer Experience Professional (CCXP). He is a recognized thought leader in the Customer Experience and Service Innovation space and has published dozens of articles for various online publications including Forbes, New York Times, Fox Business, and Entrepreneur. He is a frequent keynote speaker across the CX and Customer Service industries. Brad is home based in Irvine CA and is the Founder/President of Vector Business Navigation, Inc. – A customer experience/customer success transformation consulting provider - committed to mentoring inspired leaders to successfully navigate their CX ecosystems since 2015. You can learn more about Brad here: All things CX Considered Podcast with Bob Azman The Conversational Podcast with Julie Roehm Reasoned Podcast with Sabrina Meditz

Welcome to episode #968 of Six Pixels of Separation - The ThinkersOne Podcast. Mehak Gandhi, co-author of Triple Fit Strategy - How To Build Lasting Customer Relationships And Boost Growth (along with Christoph Senn), is the Head of Research at Valuecreator in Switzerland, where she designs and implements B2B growth accelerator programs and next-generation sales strategies. With extensive experience conducting research and training for global giants like Allianz, Maersk, Konica Minolta, and Schneider Electric, Mehak has developed a reputation for merging data-driven insights with actionable strategies that drive sustainable growth. In our conversation, Mehak outlined the transformative potential of the Triple Fit Strategy, a framework designed to move beyond transactional buyer-seller dynamics toward deep, collaborative partnerships that create exponential value (which includes over 10,000 case studies). Drawing on decades of research and her work with companies like Microsoft, Coca-Cola, and GE, Mehak emphasizes the importance of aligning planning, execution, and resources to foster mutual growth. She shared powerful insights into how businesses can operationalize collaboration, simplify complex relationships, and engage customers early to drive innovation and new revenue streams. We also explored the critical balance between human decision-making and AI in optimizing these strategies, alongside the legal and operational challenges of fostering trust and data sharing in supplier-customer partnerships. Mehak's passion for helping businesses adopt a 360° customer-centric approach is evident as she shares examples of companies unlocking millions of dollars in opportunities through collaboration. If you've ever wondered how to future-proof your sales processes while building lasting partnerships, this episode is a must-listen. Enjoy the conversation! Running time: 59:35. Hello from beautiful Montreal. Listen and subscribe over at Apple Podcasts. Listen and subscribe over at Spotify. Please visit and leave comments on the blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. Check out ThinkersOne. or you can connect on LinkedIn. ...or on Twitter. Here is my conversation with Mehak Gandhi. Triple Fit Strategy - How To Build Lasting Customer Relationships And Boost Growth. Valuecreator. Follow Mehak on LinkedIn. This week's music: David Usher 'St. Lawrence River'. Chapters: (00:00) - Introduction to Mehak Gandhi and Triple Fit Strategy. (02:50) - The Importance of Customer Centricity. (06:01) - Aligning Business Strategies for Mutual Growth. (08:57) - Navigating Supplier-Customer Relationships. (12:13) - Sustainability and Long-Term Partnerships. (15:06) - The Role of Collaboration in Business. (17:48) - Innovating Through Customer Engagement. (20:52) - Operationalizing the Triple Fit Strategy. (23:53) - The Complexity of Legal and Data Sharing. (27:01) - The Future of Business Relationships. (30:09) - The Role of Human Decision-Making in AI. (32:27) - Visionaries and Market Disruption. (35:20) - Building Relationships in Business. (37:49) - Navigating Procurement Challenges. (40:26) - Transitioning from Transactional to Collaborative Relationships. (42:04) - The Service vs. Product Paradigm. (45:13) - Unlocking Value through Service Innovation. (46:47) - Sustaining Partnerships Over Time. (48:29) - Managing Change in Business Relationships. (52:31) - Growth in an Uncertain Economy.

This is Zack Fuss. Today, we are breaking down Kaspi, a leading financial technology company based in Kazakhstan best known for its super app. Kaspi plays a central role in the lives of millions of Kazakh citizens by offering a seamless ecosystem that combines payments and digital wallets, e-commerce, and financial services.  Its success is often attributed to its ability to solve pain points specific to the Kazakh market, such as low financial inclusion and limited access to traditional banking infrastructure. To break down Kaspi, I'm joined by the company's CEO and co-founder, Mikhail Lomtadze.  Over the past 23 years, Michael helped to transform Kaspi from a small traditional retail bank to the dominant platform it is today. He ultimately brought Kaspi public on the London Stock Exchange in 2020, and more recently listed the business on the Nasdaq Exchange in the US.  We discuss the unique challenges of building a super app in an emerging market, how Kaspi differentiates itself from the global tech giants, and the company's ambitions to expand its footprint beyond its current borders. Please enjoy this Breakdown on Kaspi. For the full show notes, transcript, and links to the best content to learn more, check out the episode page here. ----- This episode is sponsored by Finley - modern debt capital management software for borrowers and lenders. Ask around and you'll find that nearly every operator or investor has experienced the operational nightmare of managing debt capital. Finley works by translating unstructured credit agreements into code, which gets all parties on the same page and helps them streamline the credit management lifecycle--think covenant reporting, interest and fee tracking, and portfolio analysis. Join the forward-thinking finance leaders, investors, and bank executives already modernizing their debt capital operations with Finley. Learn more and request your demo at finleycms.com.  —-- Business Breakdowns is a property of Colossus, LLC. For more episodes of Business Breakdowns, visit joincolossus.com/episodes. Editing and post-production work for this episode was provided by The Podcast Consultant (https://thepodcastconsultant.com). Show Notes (00:00:00) Learn about Finley (00:06:26) Mikhail's Background and Journey (00:08:48) Kazakhstan's Economic Landscape (00:13:05) Caspi's Mission and Evolution (00:15:51) Building a Super App (00:21:53) Focus on Payments (00:24:50) E-commerce and Marketplace Expansion (00:28:02) Entering the Grocery Market (00:29:51) E-commerce Growth and Grocery Expansion (00:30:10) FinTech Synergy and Competitive Advantages (00:33:16) Kazakhstan Market Penetration and Growth Opportunities (00:34:20) Vertical Expansion and Service Innovation (00:35:28) Acquisition and International Expansion (00:38:21) Company Culture and Product Development (00:51:37) Super App Business Model and Market Strategy (00:55:20) Lessons From Kaspi

How to Prioritize Your TimeWelcome to Outside the Treatment Room, the podcast that explores the business side of the beauty industry! I'm your host, Connie Holm. Today, we're tackling a topic every business owner faces: prioritizing your tasks. With a long to-do list, it's easy to get overwhelmed, but knowing what's most important can make all the difference.Episode HighlightsUnderstanding the Importance of GoalsEvery task has a purpose. By focusing on clear business goals—whether it's growing your client base, increasing revenue, or planning a sale—you can identify the tasks that truly drive your success. My current priority? Prepping for Black Friday, my spa's biggest sale event of the year!Tools and Techniques for PrioritizationThere are several methods to help prioritize, including:The Eisenhower Matrix: Helps categorize tasks by urgency and importance.Visual Aids: Tools like Notion, sticky notes, or a simple notebook to track and cross off tasks.The “One Thing” Rule: Focus on completing one impactful task at a time to gain momentum.Time Blocking and Task BatchingSetting aside specific time blocks for focused work (like creating content or administrative tasks) and grouping similar tasks together can maximize productivity. For instance, I dedicate time blocks to prepare all social media posts for the week and focus solely on my Black Friday marketing during specific hours.Delegation and OutsourcingDon't be afraid to get help! Delegating tasks that don't require your expertise, such as hiring a virtual assistant or getting help with storage organization, can free up mental space and reduce stress. Outsourcing can be a game-changer for both personal and business tasks.Review and AdaptPriorities shift as new challenges and opportunities arise. At the start or end of each week, take time to review your list, update it based on your current goals, and stay flexible. Adapting ensures you stay on track and keep your stress levels in check.Quote of the Episode"Most of us spend too much time on what is urgent and not enough time on what is important." — Stephen CoveyThank you for tuning into Outside the Treatment Room! I hope today's tips on prioritizing tasks will help you manage your time more effectively. Remember, success comes from focusing on what truly matters.If you enjoyed this episode, please subscribe and share it with others who might benefit. Until next time, keep growing your business, and know that you've got this! Thank you for tuning into this episode of the Outside the Treatment Room podcast! Connect with Us:Instagram: www.instagram.com/rosegoldlearningFacebook: www.facebook.com/rosegoldlearningEmail: info@rosegoldlearning.comIf you enjoyed this episode, please consider leaving a review and subscribing. Your support helps us reach more beauty business owners like you!Stay inspired and keep growing!

In this conversation, Vivek Joshi interviews Meindert Flikkema, a professor of innovation strategies for services, discussing the evolution of service innovation, the transition from consulting to academia, and the challenges and opportunities in the field. They explore the shift towards servitization in manufacturing, the impact of digitalization, and the generational changes affecting service perceptions. The conversation also addresses labor shortages, barriers to large-scale digital servitization, and the characteristics that distinguish successful service innovation champions. Finally, they discuss future trends, particularly the role of sustainability and venture capital in shaping business models. Chapters 00:00 - Introduction to Service Innovation and Meindert Flikkema 02:58 - Transitioning from Consulting to Academia 05:52 - The Shift to Servitization in Manufacturing 09:00 - Challenges and Opportunities in Service Innovation 11:58 - The Role of Digitalization in Service Transformation 14:56 - Generational Changes and Their Impact on Services 18:03 - Navigating Labor Shortages and Skills Gaps 20:57 - Barriers to Large-Scale Digital Servitization 24:07 - Identifying Champions in Service Innovation 27:06 - Future Trends in Service Innovation and Sustainability Takeaways: - Service innovation emerged as a distinct field due to a lack of focus on services in traditional business models. - The shift to servitization is gaining momentum, driven by sustainability and digitalization. - Labor shortages are a significant challenge for service innovation in manufacturing. - Companies often struggle with the transition to service-oriented business models due to persistent misconceptions. - Digital servitization is becoming essential, yet many companies remain stuck in pilot phases. - Successful service innovation requires client involvement and commitment from both sides. - Maturity models are crucial for understanding the progression of service innovation. - Regulatory pressures can drive innovation more effectively than market potential alone. - Venture capitalists are increasingly favoring service-oriented business models. - The future of service innovation will be shaped by sustainability and technological advancements.

Podcast Notes: "Outside the Treatment Room"Episode: Refocusing Business Episode Summary:In this episode, host Connie Holm dives into how estheticians can refocus and realign their service-based businesses for sustainability and long-term success. Connie walks listeners through recognizing when it's time for a reset, streamlining their services, optimizing operations, refreshing their marketing strategies, and resetting their mindset. This is a practical, motivating episode for estheticians feeling overwhelmed or looking to get back on track.Key Points Discussed:1. Understanding When It's Time to Refocus:Red flags like burnout, loss of passion, stagnant revenue, and declining client satisfaction signal that it's time for a business reset.2. Clarifying What You Do and Who You Do It For:Assess your most popular services and re-evaluate your ideal client. Focus on offerings that bring you joy and align with client needs.3. Streamlining Operations for Efficiency:Automate scheduling, manage inventory smarter, delegate tasks, and streamline client communication to free up time for growth.4. Re-Evaluating Your Marketing Strategy:Ensure your branding reflects your core services and is consistent. Consider referral programs and explore new marketing channels for better engagement.5. Resetting Your Mindset and Vision:Reconnect with your mission, practice self-care, and set clear goals to reignite your passion and maintain adaptability in a constantly evolving industry.Actionable Takeaways:Recognize the need to refocus when feeling overwhelmed or stagnant.Simplify service offerings and focus on what works best for you and your clients.Automate and delegate where possible to make your operations smoother.Refresh your marketing to align with your business vision and ideal audience.Take time for personal reflection and self-care to maintain balance and motivation.Closing Thoughts:Refocusing your business is a powerful step toward future growth and sustainability. Start small, and remember, you are not alone on this journey. Subscribe to Outside the Treatment Room for more actionable insights and support. Stay inspired, stay focused, and keep elevating your esthetics business!Connect with Connie:Follow RoseGold Learning on social media and share your thoughts on this episode or reach out for further support in refocusing your business! Thank you for tuning into this episode of the Outside the Treatment Room podcast! Connect with Us:Instagram: www.instagram.com/rosegoldlearningFacebook: www.facebook.com/rosegoldlearningEmail: info@rosegoldlearning.comIf you enjoyed this episode, please consider leaving a review and subscribing. Your support helps us reach more beauty business owners like you!Stay inspired and keep growing!

Episode Title:Breaking Out of Your Shell: Growing Your Beauty Business as a Shy EntrepreneurHost:Connie HolmPodcast:Outside the Treatment Room "Welcome to today's episode of Outside the Treatment Room, where we talk about the business side of the beauty industry. I'm your host, Connie Holm. If you're a shy entrepreneur and feel like your personality might be holding you back from growing your beauty business, this episode is for you!""Today, we're going to discuss how being shy doesn't have to stop you from building a thriving business. I'll be sharing strategies to help you push through your comfort zone, boost your confidence, and connect with clients in a way that feels genuine to you. I'm more of an extrovert, but I've worked with many introverted business owners, and I want to understand how shyness affects their journey."Segment 1: Embracing Your Shyness as a Strength "Let's start by addressing the idea that being shy is a weakness. It's not. Shy people often have strong listening skills, empathy, and the ability to build deep connections. These qualities can make you a fantastic beauty professional.""Clients value trust, and you don't have to be the most outgoing person to build that. Sincerity, attentiveness, and understanding are enough to earn your clients' trust.""Rather than trying to change your personality, lean into your natural qualities and offer a personalized, caring approach."Segment 2: Overcoming Shyness in Business Situations "Now, while it's important to embrace who you are, there will be situations where stepping out of your comfort zone is necessary for growth. Here are some practical strategies to help you overcome shyness."Practice Makes Progress"Start small by practicing conversations with friends or family. Pick a service and product you're confident talking about, and rehearse your pitch. As you gain experience, your confidence will grow.""Even though I'm more extroverted, I still get nervous at networking events. But stepping out of your comfort zone gets easier with time."Preparation is Key"Preparation can ease your nerves. For consultations or appointments, have a script or key points ready. Knowing what you want to say can help you feel more in control.""Before attending networking events, I prepared a short intro about myself and my business. Though it wasn't easy, it made things much more manageable."Set Goals to Push Boundaries"Set small goals like introducing yourself at a networking event or asking for client reviews. These small victories build confidence."Develop a Signature Service"Having a signature service can help you stand out. Whether it's laser treatments or permanent jewelry, let your work speak for itself. Your expertise will naturally attract clients."Segment 3: Marketing for the Shy Entrepreneur "Marketing can be challenging for shy entrepreneurs, especially when it involves putting yourself out there. But there are ways to market your business that don't require being the face of it."Focus on Visual Marketing"Let your results shine! Post before-and-after photos, share testimonials, or create videos of your treatments. You don't have to be in front of the camera—let your work speak for you."Leverage Online Communities"Join online groups like Facebook communities for beauty professionals. You can engage and offer advice without the pressure of public appearances."Email Marketing & Direct Communication"Email marketing allows you to connect with clients without public interactions. Send updates, offers, and personalized messages directly to their inbox."Quote of the Day "Today's quote is from Amy Schumer: 'So if you're an introvert like me, especially a female introvert, or a person who is expected to give away your energy to everyone else on the reg, I want to encourage you to find time to be alone. Don't be afraid to excuse yourself. Recharge for as long as you need. Lean up against a tree and take a break from the other bears. I'll be there too, but I promise not to bother you.'"Closing Thoughts "To wrap things up, your personality doesn't define your success. Shyness isn't a barrier to running a successful beauty business. With the right strategies, you can build a brand that clients love and trust.""Thank you for tuning into Outside the Treatment Room. If you enjoyed this episode, please subscribe and leave a review. Take your business one step at a time, and remember to embrace your strengths."  Thank you for tuning into this episode of the Outside the Treatment Room podcast! Connect with Us:Instagram: www.instagram.com/rosegoldlearningFacebook: www.facebook.com/rosegoldlearningEmail: info@rosegoldlearning.comIf you enjoyed this episode, please consider leaving a review and subscribing. Your support helps us reach more beauty business owners like you!Stay inspired and keep growing!

Show Notes: Experiencing the Spa World as the ClientPodcast Title: Outside the Treatment RoomEpisode: Experiencing the Spa World as the ClientHost: Connie HolmEpisode OverviewIn today's episode, we take a deep dive into the client's perspective in the spa industry. Host Connie Holm flips the usual discussion on its head by walking through what it's like to sit in the client's chair. From the emotional connections formed during treatments to the often overlooked importance of personalized service, Connie reflects on her recent experiences in local spas and how these insights shape her approach to running a successful spa business.Key Topics Discussed:The Inspiration Behind Today's EpisodeConnie shares her recent experiences as a spa client, including a visit to a local nail bar, and discusses how those experiences made her feel. This sets the stage for a broader conversation about the importance of understanding the client's perspective in the beauty industry.Emotional Connection and Client LoyaltyWhy emotional connections matter more than just technical execution.The role of communication and interaction during a spa treatment.The impact of client connection on repeat business and referrals.Expectations vs. Reality in the Spa ExperienceConnie contrasts her expectations for a quick, impersonal service at a nail bar with what she strives for in her own spa.How businesses like nail bars thrive on efficiency, but lack personal connection—and how this model can lead to high client turnover.Putting Yourself in the Client's ShoesA call for spa owners to step into the client role and evaluate the service process from arrival to departure.How small details in the client journey can be overlooked, but make a huge difference in satisfaction.The Importance of Client FeedbackEncouraging open feedback from clients to catch potential improvements.Why client opinions are key to evolving your spa services and ensuring customer loyalty.Quote of the Week"Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do."— Walt DisneyTakeaways from This Episode:Treat every client interaction as an opportunity to create a lasting emotional connection.Don't be afraid to experience your own spa as a client to gain a fresh perspective.Open your business to feedback to continuously improve the client experience.Remember that spas aren't just about treatments—they're about offering a memorable, uplifting experience that keeps clients coming back.Closing ThoughtsConnie wraps up by encouraging spa owners to live the client experience firsthand to ensure that their business provides the best service possible. By stepping into the client's shoes, you can better understand how your spa operates and find areas for improvement.Subscribe & FollowIf you enjoyed this episode, subscribe to Outside the Treatment Room on your favorite podcast platform, and be sure to leave a review.

A recent FTC settlement validates Clark's long-held advice on car warranties. Know how the game is played including “bust outs”, and how to best proceed if you wish to purchase an extended warranty on a vehicle. Also, restaurants are getting crushed by costs, so they are getting creative with ways to serve us fresh food at a discount.  Auto Warranty Schemes: Segment 1 Ask Clark: Segment 2 Fresh Food Vending: Segment 3 Ask Clark: Segment 4 Mentioned on the show: Think twice before buying a car-repair contract. FTC settlement shows why. FTC says CarShield didn't cover car repairs as advertised Should You Buy an Extended Warranty on Your Car? (Clark.com) Used car prices plunging: EVs hit the hardest Electric Vehicle Tax Credits 2024: What You Need to Know Need a Cheese Plate at 4 a.m.? There's a Vending Machine for That. - WSJ Axios: "Waiter, check please?" Nah, just use an app How thousands of Americans got caught in fintech's false promise and lost access to bank accounts Raisin Review: Can You Trust This Online Savings Marketplace? (Clark.com) Certificate of Deposit (CD): What Is It, Best Places To Open One What Is a Fiduciary Financial Advisor and Do I Need One? How To Find and Choose a Financial Advisor Term Life vs. Whole Life Insurance: Understanding the Difference Clark.com resources Episode transcripts Community.Clark.com Clark.com daily money newsletter Consumer Action Center Free Helpline: 636-492-5275 Learn more about your ad choices: megaphone.fm/adchoices Learn more about your ad choices. Visit megaphone.fm/adchoices

Embark on a journey through the labyrinth of customer service innovation with Patrick Elliot, the astute UK CEO of Global BPO Business HGS. As we unravel Patrick's storied career—spanning consumer electronics, the pioneering days at Orange, and the strategic chessboard of management consulting—you'll gain a front-row seat to the philosophy that propelled his rise to the top: keeping the customer at the very heart of every decision. Patrick candidly unpacks the trials and triumphs of the Contact Centre and CX BPO landscape, where the symbiosis of AI automation with the inimitable human touch in service is not just a trend, but the future. His foresight into the industry's trajectory is not to be missed by anyone looking to stay ahead in this dynamic domain.Prepare to be captivated as we dissect the complexities of delivering multi-faceted customer service, especially within the public sector, through Patrick's expert lens. We contrast the nuances between public and private service delivery, diving into channel integration, and the critical importance of meeting the diverse needs of different customer demographics. The conversation shifts to explore the transformative influence of hybrid work models on BPO evolution, shedding light on how internal communication, employee engagement, career development, and unshakable business ethics meld to construct a sustainable enterprise. Patrick's revelations offer a masterclass in navigating the ever-changing tides of the customer experience industry with agility and insight.

How can organizations foster creativity and develop truly customer-centric solutions in a world where B2B success increasingly relies on innovation?  Please tune in to our latest episode, in which service innovation expert Shaun McAndrew shares her transformative insights on navigating the dynamic landscape of business innovation. Discover why Shaun advocates for prototypes over MVPs to avoid over-featured products and the importance of guided ideation and team collaboration in driving innovation. Uncover how Shaun's experiential workshops empower companies to identify opportunities and challenges while understanding the voice of the customer to shape innovative offerings. Learn why a customer-centric approach and storytelling are pivotal in B2B contexts and how the living lab model revolutionizes the traditional product development process.  Join us as we explore the nuanced strategies, cultural shifts, and iterative testing required for businesses to thrive in an era where simplicity and customer empathy are essential to predictable B2B success. Some areas we explore in this episode include:  Importance of using prototypes instead of MVPs for product testingDistinguishing between MVPs for product offerings and prototypes for services or solutionsDirected/guided ideation and the sharing of ideas within a team for innovationSponsor and leadership commitment to service opportunitiesOrganizational culture and leadership support for fostering innovationShifting mindsets towards focusing on "jobs to be done" perspectivesCustomer-centric approach to product and service innovationWorkshop-based approach to bring about organizational change and support service innovationSignificance of storytelling and value proposition in B2B business developmentChallenges and solutions in developing and testing minimum viable services or productsAnd much, much more...

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Dave Neville | President & Co-Founder @ Infinity RoboticsI have a strong sales and management background with a passion for technology and robotics. We are looking for customers and team members dedicated to automation and the application of Vision and IoT to Robotics. Collaborative, Mobile and Industrial Robots.Dave started Infinity Robotics much differently than most robotics groups. Instead of picking on vertical, they got an expert from all the major verticals. Today we're going to introduce Robotics as a Service and discuss where those applications make the most sense. We'll continue to dive into AGV's and figure out what the future of robotics in the industrial ecosystem will become.Connect with Us Dave Neville Vlad Romanov Dave Griffith Manufacturing Hub SolisPLC #manufacturing #automation #robotics #digitaltransformation

Distribution consultant and serial entrepreneur Brent Grover joins MDM's Tom Gale to discuss customer immersion as a best practice for developing breakthrough products and services. He also gives us a look into a very different distribution business model led by a Millennial and run by Gen Z managers and shares his take on distribution's M&A landscape.

On this episode of the Entrepreneur Organization Business Podcast, meet Damian Kernahan, CEO of Proto Partners. With 14+ years of experience under their belt, Proto Partners has worked with big names like Fosters and Telstra on growth initiatives such as business model redesign, product and service design, and customer experience design. In this episode, Damian shares his tips on how to systemize your marketing efforts to attract more leads, boost conversions, and make marketing work for you. You'll learn how to optimize your marketing strategies and streamline your customer journey for better results. If you're an entrepreneur looking to grow your business and get the most out of your marketing efforts, then tune in to this episode with Damian Kernahan.--------------------ABOUT THE GUESTDamian is a renowned authority on Customer Experience Management, Service Design, and Service Innovation. With extensive knowledge and experience in these fields, he has become a sought-after consultant and advisor to many top-tier organizations. Damian's contribution to the service design industry has been significant, and he has helped pioneer the introduction of service design to Australian businesses. As the Owner and Managing Partner at Proto Partners, Damian has been instrumental in identifying and closing the gap between what organizations promise to their customers and what is actually delivered. He founded Proto in Sydney in 2008, establishing Australia's first focused service design firm. Since then, he has worked with a range of clients, including Optus, Westpac, Hoyts, Gumtree, and Virgin Mobile.Connect with DamianWebsite: http://protopartners.com.au/resourcesLinkedIn: https://www.linkedin.com/in/customer-experience-innovation/--------------------ABOUT THE HOSTLinh Podetti is the CEO and Founder of Outsourcing Angel, a Sydney-based company that helps to create jobs for people in the Philippines while creating freedom for business owners around the world. Outsourcing Angel provides Systemise & Scale Up Services as well as Recruitment of Virtual Assistants to help business owners grow a business that doesn't rely on them.Linh has been an active member of EO Sydney since June 2022, and she actively seeks out opportunities to promote and uplift fellow entrepreneurs.Connect with Linh Podetti:linh@outsourcingangel.com.auhttps://www.linhpodetti.com--------------------ABOUT EO Entrepreneur's Organization (EO) is a global business network of 18,000 + influential business owners in over 220 chapters across 76 countries. We offer world-class events that encompass engaging entrepreneur and business stories, skills-specific workshops, and exciting social gatherings.Our mission is to drive both business and personal growth through peer-to-peer learning, providing support for the holistic entrepreneur experience covering business, family, community, and personal aspects. As a not-for-profit organization, all our funds directly contribute to member benefits.If you're a business owner with revenues ranging from US$250k to US$1m, you can join our Accelerator Program. If your revenues exceed US$1m, you can join the main EO Program in your nearest local chapter. To join or find out more about your nearest chapter, visit https://www.eonetwork.org/why-join/apply-for-membership-form.For further information, please contact:Podcast Host Linh Podetti: linh@outsourcingangel.com.au General Inquiries: support@eonetwork.org.au EO Sydney: www.eosydney.com.au EO Global: https://hub.eonetwork.org/

This is the 11th conversation [EP33 to 43 S3] with Renatus Hoogenraad, a former ballet dancer, choreographer and theater improviser. He is the founder of Sparks, a human centered training and consulting firm in Geneva and cofounder of the CoCreation School. In this episode he talks about his journey from being a performer and how that translated to being in the business field. This is an inspiring and relatable episode especially for those in the performing arts, facilitation, business and beyond.

This is the 10th conversation [EP33 to 43 S3] with Renatus Hoogenraad, a former ballet dancer, choreographer and theater improviser. He is the founder of Sparks, a human centered training and consulting firm in Geneva and cofounder of the CoCreation School. In this episode he talks about his journey from being a performer and how that translated to being in the business field. This is an inspiring and relatable episode especially for those in the performing arts, facilitation, business and beyond.

This is the 9th conversation [EP33 to 43 S3] with Renatus Hoogenraad, a former ballet dancer, choreographer and theater improviser. He is the founder of Sparks, a human centered training and consulting firm in Geneva and cofounder of the CoCreation School. In this episode he talks about his journey from being a performer and how that translated to being in the business field. This is an inspiring and relatable episode especially for those in the performing arts, facilitation, business and beyond.

This is the 8th conversation [EP33 to 43 S3] with Renatus Hoogenraad, a former ballet dancer, choreographer and theater improviser. He is the founder of Sparks, a human centered training and consulting firm in Geneva and cofounder of the CoCreation School. In this episode he talks about his journey from being a performer and how that translated to being in the business field. This is an inspiring and relatable episode especially for those in the performing arts, facilitation, business and beyond.

This is the 7th conversation [EP33 to 43 S3] with Renatus Hoogenraad, a former ballet dancer, choreographer and theater improviser. He is the founder of Sparks, a human centered training and consulting firm in Geneva and cofounder of the CoCreation School. In this episode he talks about his journey from being a performer and how that translated to being in the business field. This is an inspiring and relatable episode especially for those in the performing arts, facilitation, business and beyond.

This is the 6th conversation [EP33 to 43 S3] with Renatus Hoogenraad, a former ballet dancer, choreographer and theater improviser. He is the founder of Sparks, a human centered training and consulting firm in Geneva and cofounder of the CoCreation School. In this episode he talks about his journey from being a performer and how that translated to being in the business field. This is an inspiring and relatable episode especially for those in the performing arts, facilitation, business and beyond.

This is the 5th conversation [EP33 to 43 S3] with Renatus Hoogenraad, a former ballet dancer, choreographer and theater improviser. He is the founder of Sparks, a human centered training and consulting firm in Geneva and cofounder of the CoCreation School. In this episode he talks about his journey from being a performer and how that translated to being in the business field. This is an inspiring and relatable episode especially for those in the performing arts, facilitation, business and beyond.

This is the 4th conversation [EP33 to 43 S3] with Renatus Hoogenraad, a former ballet dancer, choreographer and theater improviser. He is the founder of Sparks, a human centered training and consulting firm in Geneva and cofounder of the CoCreation School. In this episode he talks about his journey from being a performer and how that translated to being in the business field. This is an inspiring and relatable episode especially for those in the performing arts, facilitation, business and beyond.

This is the 3rd conversation [EP33 to 43 S3] with Renatus Hoogenraad, a former ballet dancer, choreographer and theater improviser. He is the founder of Sparks, a human centered training and consulting firm in Geneva and cofounder of the CoCreation School. In this episode he talks about his journey from being a performer and how that translated to being in the business field. This is an inspiring and relatable episode especially for those in the performing arts, facilitation, business and beyond.

This is the 2nd conversation [EP33 to 43 S3] with Renatus Hoogenraad, a former ballet dancer, choreographer and theater improviser. He is the founder of Sparks, a human centered training and consulting firm in Geneva and cofounder of the CoCreation School. In this episode he talks about his journey from being a performer and how that translated to being in the business field. This is an inspiring and relatable episode especially for those in the performing arts, facilitation, business and beyond.

This is the 1st conversation [EP33 to 43 S3] with Renatus Hoogenraad, a former ballet dancer, choreographer and theater improviser. He is the founder of Sparks, a human centered training and consulting firm in Geneva and cofounder of the CoCreation School. In this episode he talks about his journey from being a performer and how that translated to being in the business field. This is an inspiring and relatable episode especially for those in the performing arts, facilitation, business and beyond.

Today on the Life Science Success podcast my guest is Reginald Swift.  He is the Founder and CEO of Rubix LS.  They are using innovation at a greater scale to change how health outcomes can be realized through patient product and service innovation.

This month on the International Educator podcast is a two-part episode featuring conversations with contributors to NAFSA's recent book, Engaging International Alumni as Strategic Partners, and other experts on this topic.In Part 2 of the episode, Maria Gallo and Kevin Fleming discuss the intersection of transformational philanthropy and international alumni engagement. Maria and Kevin co-authored a chapter on this topic in Engaging International Alumni, and their conversation covers: the difference between transformational philanthropy and traditional philanthropy;why institutions should involved international alumni in philanthropy efforts;examples of success in this area;how the pandemic changed the way institutions leverage their international alumni networks; andtheir personal experiences that contributed to their expertise in this area.Register now!NAFSA is proud to offer a workshop around this topic at the NAFSA 2022 Annual Conference & Expo in Denver, Colorado.  Learn more about "The Hidden Power of International Alumni Relations," which will take place Wednesday, June 1, from 8:00 a.m. to 12:00 p.m.Resources and links:Engaging International Alumni as Strategic PartnersKeep in Touch EducationThe Alumni Way: Building Lifelong Value from Your University Investment Prosper Nonprofit Advisors“The Pots of Water Framework for Alumni Engagement” 

On today's show, I have Dr David Cropley. David is the Professor of Engineering Innovation at the University of South Australia and he specialises in helping people and organisations become better, more effective, problem solvers. Dr Cropley's research interests range across creativity in education, the assessment of creativity and innovation in organisations, the role of creativity and innovation in terrorism and crime, and the nexus of creative problem-solving and engineering. We are talking about four lenses through which  David sees innovation and the most important question - how can you become more innovative?In this episode, we are talking about:What does innovation mean to you? Your definition/mental model of innovation?Various criteria for a product, service, or business model to be innovative?The four lenses and more details about them.Details on the process, place, and personal aspect. I reckon people easily understand the product lens.How do I do it - as a business leader, small business owner, and individual working professional?Any easy and quick-to-follow tips you would like to recommend.David Cropley is a Professor of Engineering Innovation at the University of South Australia. He specialises in helping people and organisations become better, more effective, problem solvers.Dr Cropley has taught a variety of courses on engineering, including digital electronics, linear electronics, systems engineering, and engineering design. He teaches creativity and innovation across programs, from gifted education to management. Dr Cropley's research interests range across creativity in education, the assessment of creativity and innovation in organisations, the role of creativity and innovation in terrorism and crime, and the nexus of creative problem-solving and engineering.Dr Cropley is the author/co-author of nine books including Creativity and Crime: A Psychological Analysis (Cambridge University Press, 2013); Creativity in Engineering: Novel Solutions to Complex Problems (Academic Press, 2015); The Psychology of Innovation in Organizations (Cambridge University Press, 2015), and Femina Problematis Solvendis – Problem-Solving Woman: A History of the Creativity of Women (Springer, 2020).Now a recognised expert in creative problem solving and innovation, Dr David Cropley was a scientific consultant and on-screen expert for the Australian ABC TV Documentaries Redesign My Brain (2013), Life at 9 (2014) and Redesign My Brain, Series 2 (2015). For more than 20 years, he has helped schools and organisations in Australia, the US, and Europe develop more effective, creative problem solvers.ABOUTICT Podcast is all about innovation, communication, and technology – a few key areas that are super important in today's world. If you want to know what it takes to be a better innovator, better communicator, and leverage technology to make this world a better place, please subscribe. Every week, I bring new perspectives, ideas, tips, and techniques so that you can improve all these aspects of your life. WEB: https://www.anandtamboli.comYOUTUBE: https://www.anandtamboli.com/youtubeLINKEDIN: https://www.anandtamboli.com/linkedinBOOKS: https://www.anandtamboli.com/amazonSupport the show (https://www.anandtamboli.com/author?s=podcast)

This month on the International Educator podcast is a two-part episode featuring conversations with contributors to NAFSA's recent book, Engaging International Alumni as Strategic Partners, and other experts on this topic.In Part 1 of the episode, Gretchen Dobson, who is one of the co-authors of the book, talks with Serge Sych from Central European University about partnering with international alumni to advance marketing, branding, and student recruitment goals. Their conversation covers:why institutions should leverage alumni in brand-building efforts and how to build a program to do so;successful tactics to engage alumni;the keys to creating a sustainable recruitment strategy;where to begin when starting from scratch; anda few do's and don't's Serge has learned along the way.Stay tuned for Part 2, a conversation about transformational philanthropy with Maria Gallo and Kevin Fleming.Register now!NAFSA is proud to offer a workshop around this topic at the NAFSA 2022 Annual Conference & Expo in Denver, Colorado.  Learn more about "The Hidden Power of International Alumni Relations," which will take place Wednesday, June 1, from 8:00 a.m. to 12:00 p.m.

En su segundo año, Self-Service Innovation Summit reconoce los productos, las organizaciones y las personas que desempeñan un papel importante en la mejora de la experiencia de autoservicio en todo el mundo. Este año, la Cumbre entregarón cinco Premios a la Innovación en Autoservicio durante una presentación el miércoles 15 de diciembre de 2021 a las 4 p.m. SEND Self-Service Shipping Kiosk de The Perfect Shipping LLC ganó el premio Innovación del año (B2C). El quiosco de envío puede permitir que cualquier empresa u organización ofrezca a los clientes un servicio de envío en el sitio. Conversamos con Henry Gratzer, CEO y gerente de producto de The Perfect Shipping LLC. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/it-news-latinoamerica/message Support this podcast: https://anchor.fm/it-news-latinoamerica/support

Sara Feldman is the Director of Member Engagement for the Consortium for Service Innovation, where she connects Members with resources to support their success and enhance their customer experience. She is a KCS v6 Certified Trainer and experienced with customer-centric functions in the software industry. With a foundation in Technical Writing and Knowledge Management, her previous roles have focused on professional development programs, customer self-service, Customer Success Enablement, and cross-functional Technical Content Strategy. #KCS #IntelligentSwarming

Sara Feldman is the Director of Member Engagement at the Consortium for Service Innovation, a non-profit alliance of service and support organizations that focus on innovation around customer engagement, productivity, and success. Through her work as a Consortium member and now working for the Consortium, Sara understands the importance of customer support experiences in the overall customer experience. She joined us on the podcast to talk about the work the Consortium does, but also shared her views on content strategy, how to create successful customer support programs, and more. Key topics included: What is the Consortium for Service Innovation and how does it companies? Sara's role as Director of Member Engagement Understanding Intelligence swarming and Predictive Customer Engagement The best support success is the one that never happened Success content is for more than your customers. Rethinking how we generate content in the organization. Where You Can Find Sara: LinkedIn: https://www.linkedin.com/in/sarafeldman/ Twitter: https://twitter.com/SaraContentWise Additional Resources: Service Innovation Org: https://www.serviceinnovation.org/ Intelligent Swarming Defined: https://library.serviceinnovation.org/Intelligent_Swarming

Irene Ng is a Professor of Marketing and Service Systems and the Director of the International Institute for Product and Service Innovation at WMG, University of Warwick. An industrial economist through her doctoral training, Irene's research lies in the trans-disciplinary understanding of value and the design of markets and economic/business models. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode we are joined by Stefan Schlichting, Manager of Product and Service Innovation at Unity, Tomasz Puk, Director of Regulatory Consulting and Technology at Star, and David Box, Managing Director of HealthTech at Star to talk about the challenges of medical device development particularly on MedTech-focused companies that are driving the future of health. They share their insights on what these companies need to know about medical device regulation, key technologies currently in use and the best approach for bringing medical software to market.

Sarah talks with Joni Chapas, Vice President of Field Service Operations Support at Brinks Home, about how the company has structured her team to optimize both operations and innovation.

On episode 2 of the Service Intel Podcast, Sidney is joined by Nave Orgad, the Director of Service Innovation and Service Agreements at Konecranes. Nave describes how he has leveraged data to best promote field service offerings, going from a cost center to a profit center, the need for technician soft skills in order to upsell service, and the importance of having access to parts onsite and how to obtain this effectively. Nave also dives into the need for alignment between product development and service team, explaining successful cross functional troubleshooting within service as an organization.  He emphasizes the necessity of cleaning up and structuring data, sometimes more so than even analyzing it - underscoring its crucial importance in any field service operation. 

Brad Smith has had the privilege of leading organizations in their customer centric transformation at Symantec, Yahoo!, and Sage as their CCO/CMO. Across his 20+ years of leadership Brad has led global support and service functions for Oracle, Openwave, and Verisign as well as small start-ups. Currently, Brad is the President & Chairman of the Board for the Consortium for Service Innovation and through the work of the Consortium, has helped 100's of customer service organization innovate better business models to deliver deep value to their customers while better engaging their employees to grow their businesses. He is also one of their recognized Innovators. Brad is home based in Irvine CA and is Founder/President of Vector Business Navigation, Inc. – A customer experience / customer success Transformation Consulting Provider servicing global customers since 2015.

Damit eine Produkt oder Service-Innovation erfolgreich ist, muss sie ein relevantes Bedürfnis erfüllen. Und diese werden ganz entschieden durch das Umfeld geprägt. Durch die Kultur, durch den Zeitgeist und alle anderen Faktoren, die unser Leben bestimmen. Heute schauen wir uns eine Methode aus Ingrids neuem Buch „77 Tools für Design Thinker“ genauer an, die das ermöglicht, den „Trend-Scan“.

Sein Bistronomy-Konzept im digitalkulturellen Zentrum von SAP in Berlin wurde 2017 zum innovativsten Gastrokonzept Deutschlands gekürt. Seit Oktober 2020 ist Christian Hamerle nun Co-Founder und Head of "Food Service Innovation Lab" der Dussmann Service Deutschland GmbH. Das Ziel: “Seamless” digitalisieren vom Acker bis zum Teller. In der Podcastfolge erzählt er uns, was ein Food Service Futurist so macht, warum er durch die Zusammenarbeit mit Sarah Wiener seinen ökologisch-moralischen Kompass neu justiert hat, warum er das Projekt bei Dussmann mit dem Ökosystemwandel in der Automobilwirtschaft vergleicht, wo Analogien zu HelloFresh zu finden sind, welches Geschäftsmodell sich hier verbirgt und wie das Herzstück des Food Service Innovation Lab die Food-Service-Intelligence-Platform aufgebaut sein wird.

Join Sabrina as she interviews Brad Smith on how to lead a team toward achieving a common goal. Brad has over 20 years of experience leading organizations in their customer-centric transformation. He is the President & Chairman of the Board for the Consortium for Service Innovation where he has helped 100's of customer service organizations innovate better business models. Brad is a recognized thought leader in the Customer Experience and Service Innovation space and has published dozens of articles for Forbes, New York Times, Fox Business, and Entrepreneur.  He is a frequent keynote speaker across the CX and Customer Service industries and is the Founder/President of Vector Business Navigation, Inc. Learn more about Brad at http://www.vectorbn.com/ or reach out to him on LinkedIn at https://www.linkedin.com/in/bradfordthurrysmith/ Books or materials referenced on the episode or by the speaker: Consortium for Service Innovation: https://www.serviceinnovation.org/ Join Brad at the Consortium Happy Hour, Every Thursday at 3:30 pm Pacific:  https://bit.ly/3fdgEL0 

How can Knowledge Centered Service become Knowledge Centered Success? We talk with Kelly Murray and Matt Seaman of the Consortium for Service Innovation about content opportunities for Customer Success.Kelly, Chief Engagement Officer, focuses on member experience, content management, and deliverables, while also looking after the Consortium’s technology. She has previous experience in hospitality sales, operations, and technology.Matt, Executive Director, is focused on the intersection of knowledge sharing, customer experience, and emerging technologies, and how that intersection drives innovation in Support Services, Customer Success, and Operations. He has previous experience running premium account management teams and leading Customer Success and Field Operations Business Systems and Processes.

In episode 02 of the Let's Connect! Podcast, Stuart Gavurin & Carson McDonald of OpSense join us to talk about what Real-Time really means in IoT, how real-time continuous monitoring works in the field, and what kind of outcomes users and implementers should expect. Stu Gavurin is the Co-Founder and Chief Executive Officer of OpSense. His career includes serving in roles as an engineer, consultant and executive at technology-oriented consulting and outsourcing businesses with particular emphasis in business strategy, infrastructure technology outsourcing and systems integration. Currently, he is the CEO of both OpSense, and its parent company Mission Data. Prior to joining Mission Data in 2007, was a partner at Ernst & Young and a vice president with Unisys Corporation. At Ernst & Young for sixteen years, he served as a leader in the firm's distributed computing and infrastructure consulting practice before serving as the Chief Operating Officer of the North American IT consulting organization. Interested in connecting with Stu? Reach out to him on Linkedin or Twitter!Carson McDonald is the Co-Founder and Chief Technology Officer of OpSense. Previously he served as a Principal Engineer and Vice President of Service Innovation where he led the company's R&D efforts building competencies in IoT and mobile solutions. He is the chief architect of the company's mobile video platform product which was used to create award-winning products such as Bravo's Top Chef University offering that has had nearly 300,000 subscribers. Prior to OpSense, he worked as an engineer at Mission Data, IBM Global Systems, and Perot Systems.Interested in connecting with Carson? Reach out to him on Linkedin!About OpSense: OpSense is an IoT platform built for food safety and quality monitoring for retail and foodservice industries. OpSense allows businesses to be compliant with governmental regulations and helps prevent inventory loss, improve refrigeration efficiency, and improve employee productivity. The company takes a consultative approach, getting to know its customers and their business process. They work to make things simple, minimize the time spent touching the solution and providing support when needed. Follow OpSense on Twitter! 

Dr Soumya Ray is an Associate Professor, ISS, NTHU Director of Center for Service Innovation and Analytics in Taiwan.

In this episode, we have back with us Dr. Angela Murphy, VP of Research, Development and Global Education and Louis Chabert, Sr. Director of Service Innovation to discuss our newest products and service for the neck area the Neck Fit Contour Serum, Neck Fit Refining Masque and Pro Firm Neck + Skin Treatment. Dr. Angela gives the details on the science behind these amazing innovations while Louis reviews how to get maximum results from the professional service. Listen in as our experts share how these products can help tighten skin and tone over time to visibly lift, smooth and firm the skin’s appearance. No more neck neglect!   Learn more about giving your neck a workout HERE!

This interview first aired on Sunday the 10th of January 2021 on ONE FM 98.5 Shepparton. One FM announcer Di Hunter chats with the Director of Primary Health and Service Innovation at Kyabram District Health Wendy Ross. They chat about the KDHS Social Support Program. Are you over 65 years? Are you under 65 and have a disability? Do you want to do activities you enjoy or learn new skills while socialising with others? KDHS are revamping their Social Support Program and welcome any new ideas. What they can offer:

Marion Grobb Finkelstein is a woman on a mission - to help organizations create healthy and productive workplaces by creating healthy communications. Her interactive workshops and keynotes provide action-oriented strategies you can put to work NOW to better connect with others--even the difficult ones. When Marion speaks, you benefit from 30-plus years of communication experience, including Director Communications in Canadian federal departments, museums, and international airports. Whether you're in a small or large organization in the public, private or non-profit sectors, use her strategies and get results. BONUS: Apply these tips in your personal life too! The Association of Professional Executives of the Public Service of Canada presented Marion with the “Award for Leadership in Service Innovation”. Specifically, she was recognized for overseeing the communications associated with establishing the first-ever Tim Horton's coffee outlet in Kandahar Airfield for the Canadian Forces and allied forces in Afghanistan. She is also an author, award-winning Toastmaster and cablevision program host and producer. A member of Canadian Association of Professional Speakers and Global Speakers Federation, Marion has an Honours BAdmin degree, Marketing Research Statement of Achievement, Media Communications Honours certificate, and is True Colors™ and Personality Dimensions™ certified. Connect with Marion: Website: www.marionspeaks.com LInkedIn: @marionspeaks Facebook: @marionspeaks Subscribe & Review in iTunes Are you subscribed to our podcast? If you’re not, we want to encourage you to do that today. We don’t want you to miss an episode. We will be adding a bunch of bonus episodes to the mix and if you’re not subscribed there’s a good chance you’ll miss out on those. Click here to subscribe in iTunes! Now if you’re feeling extra lovin’, we would be really grateful if you left us a review over on iTunes, too. Those reviews help other people find our podcast and they’re also fun for us to go in and read. Just click here to review, select “Ratings and Reviews” and “Write a Review” and let us know what your favorite part of the podcast is. Thank you! Music: Purple Planet Music

Marion Grobb Finkelstein is a woman on a mission - to help organizations create healthy and productive workplaces by creating healthy communications. Her interactive workshops and keynotes provide action-oriented strategies you can put to work NOW to better connect with others--even the difficult ones. When Marion speaks, you benefit from 30-plus years of communication experience, including Director Communications in Canadian federal departments, museums, and international airports. Whether you're in a small or large organization in the public, private or non-profit sectors, use her strategies and get results. BONUS: Apply these tips in your personal life too! The Association of Professional Executives of the Public Service of Canada presented Marion with the “Award for Leadership in Service Innovation”. Specifically, she was recognized for overseeing the communications associated with establishing the first-ever Tim Horton's coffee outlet in Kandahar Airfield for the Canadian Forces and allied forces in Afghanistan. She is also an author, award-winning Toastmaster and cablevision program host and producer. A member of Canadian Association of Professional Speakers and Global Speakers Federation, Marion has an Honours BAdmin degree, Marketing Research Statement of Achievement, Media Communications Honours certificate, and is True Colors™ and Personality Dimensions™ certified. Connect with Marion: Website: www.marionspeaks.com LInkedIn: @marionspeaks Facebook: @marionspeaks Subscribe & Review in iTunes Are you subscribed to our podcast? If you're not, we want to encourage you to do that today. We don't want you to miss an episode. We will be adding a bunch of bonus episodes to the mix and if you're not subscribed there's a good chance you'll miss out on those. Click here to subscribe in iTunes! Now if you're feeling extra lovin', we would be really grateful if you left us a review over on iTunes, too. Those reviews help other people find our podcast and they're also fun for us to go in and read. Just click here to review, select “Ratings and Reviews” and “Write a Review” and let us know what your favorite part of the podcast is. Thank you! Music: Purple Planet Music

Are you looking to add revenue streams for your business? Would you like to know ways to monetize services that you're already delivering to your customers? Have you struggled with designing and managing new offerings within your business? Curious about what it means to innovate and design regarding services? Our special guest Patrick McGowan answers all of these questions and more about the concept of innovation and design in the context of services. Patrick McGowan is an entrepreneur and the Managing Principal and a Founder of Service Design Group, an organization that helps organizations and leaders innovate, design and manage service offerings. Patrick and Service Design Group are experts at creating revenue-generating service opportunities for business-to-business enterprises and creators of Service Path, the world's only business-to-business platform for Service Innovation and Portfolio Management. Listen in as Patrick helps you better understand service innovation and design, including the ways it can differentiate your business and add value to your business. The Impact Leadership Podcast is brought to you by Cardivera, the leadership development eco-system that helps your grow your people, grow your business and grow your life. Show Notes In this episode you'll learn… What types of business and market issues call for service innovation and design Services as a key market differentiator and revenue stream Strategies for monetizing services that you're already delivering The roles of consistency and scaling when it comes to service design and innovation Turning individual magic into a consistent and scalable service Service offerings must guarantee an outcome (differentiate) Different ways to “package” and sell services Understanding the difference between delivering a service experience versus a monetized service offering Understanding the difference between a service and a product Services must continue to add value over time to your customers Amazon as a prime example of service innovation and design The risk factors with service design and delivery Understanding the margins impact on the front end of service offerings (service innovation often has a longer tail on profitability and margins) Ways that service innovation drives enterprise values Building customer relationships and loyalty through service innovation and design The importance of being consistent and systematic with service design and implementation Start small with service design and implementation (test and learn) before you scale Service innovation and design is often simpler and faster than product innovation and design The importance of aligning customer incentives with service offerings Channel dynamics are a reality with service innovation Resources: Patrick McGowan Service Design Group Service Path Program Take Us Home: Leeds United Documentary The Impact Leadership Podcast Cardivera

Mark Villalovos guides us through the details of what it means to minimize the friction of a guest or customer returning to your business. How do we begin to prioritize safety, not only from the perspective of health but from a perspective of a new customer experience that breeds trust and care.  About The Guest: Mark Villalovos has designed and implemented numerous physical and digital Customer Experience innovations.  As the Director of Strategy and Transformation at Sears Holdings Corp., Mark is responsible for the customer experience strategies of the Shop Your Way loyalty platform and helping return the prestigious Sears and Kmart brands to profitability. Mark’s specialty is human-centered, customer-obsessed design as he fully immerses himself into the lives of his customers and removes friction from the awareness, selection and all purchase processes which grows customer engagement and increases loyalty and revenue as a result. The foundation of Mark’s expertise is derived from 18 years with the Walt Disney Company. Here Mark helped pioneer the sales philosophy of “Mission Magic” which is credited as a key factor in the return of the Disney Store to profitability between 2008 and 2016.   More From Mark Villalovos: Email him directly: m.villalovos@gmail.com  Connect on LinkedIn *If there is a specific resource you would like to see on covid19biztools.com you can reach us HERE. *If you would like to be featured in our Q&A segments of the show, email us your business questions info@covid19businesstools.com *Thank you for listening and please share the show or an episode you love with someone who might need it during this challenging time. We believe that when you succeed we all succeed, so let’s share the knowledge and resources! 

Das Loyalitätsprogramm Keller Smiles des Sporthändlers Keller Sports gehört zu meinen absoluten Lieblingsbeispielen an digitalen Serviceinnovationen. Entgegen allen anderen Loyalitätsprogramm belohnt Keller Smiles nicht den Kauf mit Punkten, sondern wenn Nutzer Sport treiben. Dafür kooperiert Keller Sports mit den wichtigsten Brands wie Nike und Adidas. Damit findet Keller Sports nicht nur im Alltag der Menschen statt, sondern schafft es auf den Kernwert des Unternehmens einzuzahlen: nämlich Menschen dazu zu bringen ein gesünderen Leben zu führen und dafür Sport zu treiben. Mit Jakob Keller, Co-Gründer von Keller Sports, spreche ich darüber wie Sie auf die Idee dazu kamen, was Sie bisher dabei gelernt haben, warum diese Service Innovation ohne ihr E-Commerce Modell niemals geklappt hätte und welche strategische Idee dahinter steckt. Viel Spaß beim zu hören :-)...

Want bigger profits... Better results from your team... Higher paying clients... ?  YOU must be better. On the podcast, I'll share with you 4 ways how you can innovate your service to make it more profitable, and easier to sell too. Being a Hands-Off CEO is about 100% responsibility as the leader. Letting go, and delegating ownership is the key to making more, as you work less. But it comes at a cost: your willingness to BE BETTER! And courageously go where others are too scared to. So that you can create the increased profits and lifestyle that few get to enjoy. We share 3 case studies where profits dramatically increase, and also how it impacts business valuation and exit value for your service business. Talked about on the podcast: [Madeleine's and Randy's testimonials.]  ---------------------------------------- Use this as social media reuse. "Being a Hands-Off CEO is about 100% responsibility as the leader. Letting go, and delegating ownership is the key to making more, as you work less."

Following on from my recent interview, Customer service in the future will be a company wide mentality and not a department – Interview with Dave Carroll of United Breaks Guitars, today I am pleased to present to you a first: A follow on interview from the one I did with Karl Chapman of Riverview Law back in June. Karl and his team at Riverview Law were kind enough to invite me along to an event that held recently at Middle Temple in London. The event was discussing the future of the legal industry and included a panel discussion that featured Mitch Kowalski who has just published a book called: Avoiding Extinction: Reimagining Legal Services for the 21st Century - which focuses on the future of the law firm. Following the panel discussion, I caught up with Mitch to talk to him about his new book, the future of the legal industry and the pressures that are forcing law firms to become more client centric. This interview makes up number thirty-three in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Marina Baroff, Senior Director, Service Innovation at Steps Through OC shines a light on the need to provide physical as well as emotional support to women living with ovarian cancer and their caregivers.  Marina talks about this new program of The Clearity Foundation with seed funding provided by the Susan Poorman Blackie Ovarian Cancer Foundation that matches patients and their caregivers with a professional ovarian cancer counselor at no charge.  This is not a support group but rather online, personalized treatment plans based on science and tailored to each person's unique situation. @stepsthrough @clearityfnd StepsThrough.org ClearityFoundation.org

This week on Savvy Business Leaders, host Bill Detwiler discusses customer service with Brian Solis, futurist and Principal Analyst at Altimeter Group, and Jaclyn Wainwright, CEO of AiR Healthcare Solutions. First, Brian talks about how customer experience is guiding digital transformation, with companies using data to be more accessible on mobile platforms and best meet customers’ expectations. Next, Jaclyn explains how customer engagement tools enable her healthcare delivery company to anticipate patient needs.

Thanks for being with us on this wonderful journey to episode 100.After some reflections on 100 episodes of The Blind Side Podcast, we hear Jonathan Mosen's presentation to the All of Government Service Innovation Lab about blindness accessibility, in the aftermath of the New Zealand census debacle.

Thanks for being with us on this wonderful journey to episode 100. After some reflections on 100 episodes of The Blind Side Podcast, we hear Jonathan Mosen's presentation to the All of Government Service Innovation Lab about blindness accessibility, in the aftermath of the New Zealand census debacle.

Head of Solutions & Service Innovation for Application Services, Gary James (https://www.linkedin.com/in/garyjamescapgemini/) discusses key trends that have occurred in the Application Services market and how these trends will evolve in the years to come. Gary also talks about constraints faced by CIOs in the podcast. He has written two blogs on the subject that elaborate on the topic. The constrained CIO—case study 1— unique supply chain challenges on a global scale: https://goo.gl/dCr4qY The constrained CIO—case study 2—building the shiny town in the shadow of the old: https://goo.gl/vXMNg3

For large companies, does innovation happen tucked away in a lab?  How does a professional services company innovate?  I delve into these questions with Michael Whitaker (“Whit”) of ICF.  He dispels misguided concepts about service innovation. The unique challenges of this industry demand a unique process.  Whit shares his process for innovation at ICF. A […]

John Lynn is the founder of the HealthcareScene.com network which currently consists of 10 blogs containing over 11,000 articles with John having written over half of the articles himself. These EMR and health care IT-related articles have been viewed over 18 million times. John also manages HealthcareITCentral.com and HealthcareITToday.com, the leading career Health IT job board and blog. He also organized the first of its kind conference and community focused on marketing to healthcare: HealthITMarketingConference.com. Plus, he just launched Health IT Expo, a conference focused on practical health care IT innovation. John is an advisor to multiple health care IT companies and a highly sought-after keynote speaker. John is deeply involved in social media and, in addition to his blogs, can be found on Twitter: @techguy and @ehrandhit. John is giving Relentless Health Value listeners a $600 promo code for Health IT Expo. The promo code is RELENTLESS. Click here to learn more > 00:00 Focusing on bettering and evolving the day-to-day. 03:30 Discussing innovations beyond the disruptive innovations. 06:20 “We shouldn't stop iterating on what we've already invented.” 07:00 “How do we improve our existing system?” 8:11 Ray Dalio's “Principles: Life and Work.” 10:40 The stepwise improvements of health care. 16:45 The difficulty of recognizing and documenting incremental innovation. 21:00 Service Innovation, Business Model Innovation, Outcome-driven Innovation, and Organization Innovation 21:15 Telemedicine and Value-Based Reimbursement Models 21:30 People management solutions. 22:15 Barcode medication management systems. 23:50 Growing change management. 24:20 Making change approachable and the key to preventing impediments to change. 26:30 Practical advice for practical innovation. 28:15 “How do we allow vendors to become part of this process?” 29:00 Creating a collaborative relationship between an IT health professional and vendors. 29:27 “How can I improve what I'm doing?” 30:45 You can learn more at healthcarescene.com and at expo.health. 31:40 Use the promo code RELENTLESS to get $600 off of the Health IT Expo registration price.

On this week's episode of the podcast we take a look at the Hub of All Things (aka HAT) project. We'll talk with Irene Ng about what exactly the HAT is, why you shouldn't be alarmed to hear that it will make corporations out of everyone, and how it will help put control of personal data back in the hands of consumers.  Irene C L Ng is a Professor of Marketing and Service Systems and Director of the International Institute for Product and Service Innovation at WMG, University of Warwick. In addition to her role at IIPSI, Irene also leads the £1.2m UK government-funded HAT research project. She has published numerous articles in a multitude of domains, including management, marketing, engineering, information systems, economics, education, and sociology. Irene is also the author of two books, The Pricing & Revenue Management of Services: A Strategic Approach, and the highly acclaimed Value and Worth: Creating New Markets in the Digital Economy.

Ed and Ron will interview Brad Smith, Global EVP of Customer Experience at Sage. Brad is the executive vice president of customer experience, responsible for developing all aspects of the Sage customer experience, from product design to the invoice experience and all points in between. He has nearly 20 years of leadership in web consumer, enterprise software, and communication service provider industries. Brad is on the board of the Consortium for Service Innovation and loves talking about customer experience.

Ed and Ron will interview Brad Smith, Global EVP of Customer Experience at Sage. Brad is the executive vice president of customer experience, responsible for developing all aspects of the Sage customer experience, from product design to the invoice experience and all points in between. He has nearly 20 years of leadership in web consumer, enterprise software, and communication service provider industries. Brad is on the board of the Consortium for Service Innovation and loves talking about customer experience.

Ed and Ron will interview Brad Smith, Global EVP of Customer Experience at Sage. Brad is the executive vice president of customer experience, responsible for developing all aspects of the Sage customer experience, from product design to the invoice experience and all points in between. He has nearly 20 years of leadership in web consumer, enterprise software, and communication service provider industries. Brad is on the board of the Consortium for Service Innovation and loves talking about customer experience.

Jeneanne Rae is an internationally recognized thought leader and expert in innovation management, design strategy, and customer experience. She has served as a consultant and teacher to dozens of leading organizations during her twenty-year career, including Procter & Gamble, Under Armour, Microsoft, Kaiser Permanente, Johnson & Johnson, AARP, HP, and AIG. In addition to penning articles for top industry publications such as the Design Management Review, Innovation Management and Fast Company, Rae has written extensively for Bloomberg BusinessWeek and was named one of its “Magnificent Seven Gurus of Innovation” in its cover story on the creative corporation. She was later hailed one of BusinessWeek's “Leaders of the Year,” for her groundbreaking work in the study of service innovation. Prior to forming Motiv, Rae spent seven years on the executive team design powerhouse IDEO and was President of management consulting firm, Peer Insight, for six years. She has serviced as an adjunct professor at Georgetown University's McDonough School of Business for 10 years and has taught executive education through a number of top-ranked programs. Jeneanne holds a B.S. in marketing and finance from the McIntire School of Commerce at the University of Virginia and an MBA from Harvard Business School. 00:20 Jeneanne graduated from Harvard Business school in 1989 and founded Motiv Strategies three years ago. 00:50 Jeneanne loves helping people, creating and inspiring new solutions, and helping large companies do right by their customers. 1:15 “Accelerate the Possible”–Motiv Strategies' tagline is about accelerating innovation to visualize possible futures. 2:40 Jeneanne worked for IDEO, studied service innovation and became an expert in that.  Jeneanne believes that “choosing to be an expert” in a certain area will give you a leg up versus knowing a little about a lot. 4:20 The risks of being an entrepreneur. Jeneanne does not think of herself as a consultant first and an entrepreneur second. 5:40 What is ‘Service Innovation'? 6:12 “Services are inherently intangible”: they are harder to capture the essence of, but with building understanding and techniques, more firms are beginning to specialize in this type of thing. 7:10 In today's world, you see much more growth in product services and building solutions than in the product-specific market. 7:30 An example of service innovation or service design in the context of healthcare world. 8:45 The beginning of innovation starts with observing people. 9:50 Technology works in basic ways, but the difficulty is designing something that is so compelling that people want to use the product and find it very useful. 10:45 Service innovation is all about the customer service. Three things: Drive loyal customers, Reduce the turn of customers, and increase referrals. 11:40 By studying customers, you can find ways to serve them better, faster, and cheaper. 12:10 Part of the success of having a business is not the product alone, but the customer experience as well. 13:20 What are the signs that service innovation is needed in a business? 13:50 “NPS”: Net Promoter Score—businesses use this one tool, but it doesn't tell businesses where their customer service experience might be broken. 14:15 Many companies do not understand how to find something that's wrong and fix it. The idea of service innovation is not wide-spread yet, even within large service organizations like healthcare providers. This is a problem for companies attempting to grow their own business and fix issues that they may have. 15:10 Organizations that spend some time training employees in service innovation will have a competitive advantage in their respective markets. 16:40 What is “Touch Point Mapping”? It is the backbone of customer experience service design. 17:20 “Moments of Truth” of customer experience really reveal a company's success or failure in customer service. 18:30 The Patient Clinical Journey vs. the “Other Patient Journey” 20:20 “One user experience does not fit all.” It's important to put together a map of who the customers you want to study are. When you are designing an experience for your customers, you want to design an experience for the ends of the bell-curve, not the middle of the bell-curve, as most companies would expect and do. 21:20 Service innovation is not only the functional customer experience, but also the emotional customer experience. 22:10 Sometimes improving customer experience means changing the culture of an organization. 23:00 Jeneanne recently did a study on customer design that showed that over a period of 10 years, companies that invested in building design capabilities had a 228% return over the same period of time. 24: 05 Companies that invest in “Right-brain skills” have shown that they can out-perform year after year. 25:03 “Strategy is more imagination than it is analytics.” 26:07 Jeneanne writes blogs for HBR.org to help their audience understand design management more. 27:12 Often, when companies call in Motiv Strategies, they don't have the insights they need to get an edge. What really needs to be understood is how people operate. 28:00 “You can't design for a mass-market, you have to design for people.” 28:50 Outside-In service organization vs. Inside-Out service organization. 30:00 The difficulty with home health equipment. How do we make home health equipment accessible and reduce opportunity costs? 31: 40 Jeneanne is giving a talk on the value of design to business at the opening of the Design Museum of Boston, as well as a talk in Austin, and continuing her blogging for HBR. A book on design management and service innovation may be in the foreseeable future as well. 33:00 Check out http://motivstrategies.com/ or e-mail Jeneanne@MotivStrategies.com to set up a speaking engagement with Jeneanne. Follow Motiv Strategies on Twitter: @motivstrategies Follow Jeneanne Rae on Twitter: @JeneanneMRae

In this podcast, Sarah Fitzpatrick from Tourism Ireland discusses the web marketing strategy of Tourism Ireland, who recently won an accolade as one of the Top 10 Coolest Tourism Destination websites from The Sunday Times. We discuss the way that social media marketing is integrated into the tourism destination web strategy, as well as future development plans for the Tourism Ireland website. Also joining me to to discuss their new venture to disrupt the PR landscape are NiallHarbison and his new business partner Emma-Jane Power who have recently launched PRSlides.com. The idea is to change how brands interact with both traditional and digital media. Making PR more affordable and relevant to brands and media in the Digital Age is a key aim of the start-up. We discuss the business model for the new venture and also explore the marketing strategy behind the company.

David Kay is principal of DB Kay & Associates, a consultancy that provides thought-leading advice in knowledge management, self-service, and social support. DB Kay customers include IBM, Microsoft, Research In Motion, Tektronix, TI, Intuit, and Cisco. Kay is a frequent speaker at industry events. He was recognized as an Innovator by the Consortium of Service Innovation, and has been KCS Verified v4 as a Knowledge-Centered Support consultant. He has been granted five patents for his work in knowledge management technology. David is co-author of Collective Wisdom: Transforming Support with Knowledge, available on Amazon.com.

Leading industrialists from all over the World discuss how to improve competitiveness, create jobs and boost their respective economies through learning lessons from pooling the experiences of public and private sector enterprises. Interviews with prominent speakers from “The Cambridge Service Alliance Service Innovation: Competitive advantage through new business models” Conference (www.cambridgeservicealliance.org) can be heard in the podcast documentary.

Many would agree that healthcare delivery today is inefficient, ineffective, and segmented. In this panel discussion, experts talk about how they have persisted in delivering high-quality treatment. They discuss innovations in redesigning and scaling operations for wider benefit, the realities of implementation, and the need to train clinical workers in delivering compassionate care. The discussion was part of the 2011 Healthcare Summit, held at the Stanford Graduate School of Business. Gerald (Jerry) Coil is special assistant to the CMO, AltaMed Health Services. He has served as an internal consultant at AltaMed; senior consultant at Cattaneo & Stroud, Inc.; executive vice president and COO at HealthSpring; president and CEO at MHN; senior vice president at Health Net; senior vice president, benefit administration, at Kaiser Permanente; partner at NorthShore LLC; and regional vice president, Pacific Rim at North American Medical Management/Phycor. Thomas Lee is an MD with One Medical Group. He specializes in primary care internal medicine with an emphasis on preventive health, complex cases and quality improvement. Lee graduated from Yale University and the University of Washington School of Medicine, and completed his residency at Harvard’s Brigham and Women’s Hospital before serving as editor-in-chief for the widely used drug reference application Epocrates. He then founded One Medical Group as a step toward improving primary care delivery. Paul Wallace is director of the Lewin Center for Comparative Effectiveness Research. A board certified physician in internal medicine and hematology, he is a renowned lecturer on topics including evidence-based medicine practice and policy; performance improvement and measurement; clinical practice guideline development; population-based care and disease management; new technology assessment; and comparative assessment. He serves on advisory committees at the Institute of Medicine (IOM), and is a member of a number of healthcare-related boards. Arnold Milstein is professor of medicine and leader of Stanford University’s Clinical Excellence Research Center. His career and ongoing research are focused on acceleration of clinical service innovations that improve the societal value of health care. He serves as the medical director of the Pacific Business Group on Health, the largest regional health care improvement coalition in the U.S. He also guides employer-sponsored clinically-based innovation development for Mercer Health and Benefits. Previously he co-founded the Leapfrog Group and Consumer-Purchaser Disclosure Project, and served as a Congressionally-appointed MedPAC Commissioner. https://ssir.org/podcasts/entry/service_innovation

Product and Service Innovation: Speeding the delivery of innovative products and services that transform the way we live, work, and play. Smarter. Flatter. Intelligent. Interconnected. Instrumented. We all agree that the world is changing. More likely than not you are building products or services that are driving this evolution. But are you prepared lead? Learn how IBM can help you prepare and win in the age of Smarter Products and Services. Dominic Tavassoli and Pierre Coyne, speakers.

Innovations in service-delivery can improve efficiency, but they may be resisted before they are accepted. What can be done to manage this? The Medical Innovation lecture series has been conceptualized to bring together students, researchers, academics, practitioners and managers to debate the cross-cutting issue of innovation in the healthcare sector. The lectures explore the challenges of innovation within complex healthcare organisations and provided nuts-and-bolts advice for healthcare professionals and researchers to build businesses around their innovative ideas.