How Digital is Transforming Physical Experiences
This week, Tom Weaver, a Director of Flywheel, is guest blogging on Capgemini’s Customer Experience blog, discussing the changing nature of the customer experience in physical environments as digital channels continue to mature. An interesting shift is taking place in the world of the workplace: cheap mobile technology has allowed workers to work from many [...]
Transformation and Personalisation: the future of services, not the past
The concepts of “transformation” and “personalisation”, used by the last UK Labour government to describe their vision for public services, are no longer in vogue. But not only are these concepts still important when designing public services such as education and health, they are at the forefront of the new business frontier for both companies [...]
Why the T-Mobile / Orange customer experience is not everything, everywhere
Jump on the London Underground at Oxford Circus, and you can’t fail to notice the incredible sequence of adverts for Orange and T-Mobile, advertising the ability for their customers to share networks. “T-Mobile customers can now use our signal”, an Orange ad proclaims. “Ditto”, squeaks the adjacent T-Mobile ad. To the customer, particularly those with [...]
Design Process: linking services, organisations and space
In a recent post, The Client is Always Right, highlighting the importance of a well run engagement process with clients, we asked: How do you innovate around the physical environment, making it better for customers or learners, when space and the way we use it is so culturally ingrained in an organisation’s behaviour? How do [...]
Need for Speed: What Google Instant Can Tell Us About Service Innovation
Google have hit the headlines again this week with the release of their “Instant” version of the search engine, with searches appearing as you type. Google claims that the feature shaves 2 to 5 seconds off the approximately nine seconds it normally takes for someone to type a query. The emphasis has been on the [...]
5 property centred organisations that need to change in a virtual society
In an increasingly virtual society, a number of organisations or organisational types with large property portfolios or physical presences on our high streets and in our malls are struggling to adapt to the new order. With the news that Blockbuster is preparing for a “pre-planned” bankruptcy in September, Fastcompany have posed the question: How should [...]
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