Collaborative value creation through bespoke experience design
In an Experience Economy, providing great products and services is no longer enough. Instead, businesses have to develop highly personalised, human-centric experiences around their offerings based on the current and emerging needs of their customers to remain competitive and achieve sustainable success.
The most effective way to create bespoke service experiences is through the integration of diverse stakeholders into the service design process itself. This co-creative approach allows for unexpected customer insights to inform organisations how their services have to be adapted or newly created to stay meaningful and valuable for their buyers in the future.
Integrating a customer-focussed Outside-In approach into the Inside-Out service design process forms a holistic service innovation strategy that helps companies develop new and successful service solutions by empowering consumers to become their own experience creators.
You will co-create new services that provide outstanding customer experiences at lower risk and cost, using an Outside-In service design approach.
You will tear down organizational silos to inspire cognitive flexibility and cross-functional collaboration within and beyond the boundaries of the business.
You will learn how to lead a co-creation process to apply it again and again, both as individuals and as a team, using industry-proven frameworks and practical tools that reliably catalyze creativity and innovation.
This sprint is designed to identify at least one new service idea based on a shared understanding of current as well as future customer needs. We will strategically break up silos within your organization to combine diverse ways of thinking and inspire innovative client experiences. Based on the findings from the Insights Survey, we will work with personas and a hypothesis approach to define at least one specific new service solution in relation to the pains and desires of your target group.
In this phase, the service idea(s) identified in the first sprint will be refined and developed in a co-creative prototyping process between selected customer groups and the service development team. This participatory approach reduces development risk by testing new services with at least one real client through an integrated feedback process to validate the value you provide.
The last sprint is dedicated to the development of a growth roadmap, using a scalable sales architecture for the new service solution(s). Following a structured growth hacking plan based on the strategies of the best service providers worldwide, your tried-and-tested offerings can be sold to existing and new customer groups in an efficient way.
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