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jonerp : thinking   27

Customer Understanding is Essential for Every Role
"When you say Lean Startup, many immediately think about MVPs-Minimum Viable Products. For developers, that is often the focus. But, as I’ve blogged about before, the essential element of Lean Startup is how those MVPs get created–by getting out and talking to customers and putting them at the center. Design thinking is very similar—using things like empathy maps, customer observation, and more to provide a path to better products."
go-to-market  customer  experience  understanding  design  thinking  lean  startup 
may 2018 by jonerp
What is Design Thinking? - by @dt
"I Like, I Wish, What If – Meet as a group and any person can express a “Like,” a “Wish,” or a “What if” succinctly as a headline. As a group, share dozens of thoughts in a session. It is useful to have one person capture the feedback (type or write each headline)."
creativity  design  thinking  digital  literacy 
february 2018 by jonerp
The Power of (Product) Moments - by @barnes_hank
"Wow experiences are scalable when they are ingrained in the product and service design. Rather than being random acts of “wow”, they become fundamental to the delivery. Since they are designed in the product they may not be totally unexpected, but they’ll still be appreciated."
go-to-market  customer  experience  cx  design  thinking  effortless  moments  of  truth  product  service 
november 2017 by jonerp
Design Thinking: Future-proof Yourself from AI
"While there is a high probability that machine learning and artificial intelligence will play an important role in whatever job you hold in the future, there is one way to “future-proof” your career…embrace the power of design thinking."
big  data  ai  artificial  intelligence  design  thinking  machine  learning 
september 2017 by jonerp
Why Empathy is the Secret Sauce for Good Software Development - by @jkriggins
"And things move pretty fast in development. Sometimes we don’t even remember those whys six months to a year later. This is why Bryant advocates for coding in a way that empathizes with your future self and future colleagues. If all code is a form of communication between the past and the future, an important relic of our generation, we need to strive for cleaner code, with proper documentation, READMEs and Wikis."
culture  events  top  stories  abductive  thinking  agile  software  development  api  documentation  behavior-driven  design  build  measure  learn  chaos  experiment  comparison  matrix  continuous  feedback  empathy 
september 2016 by jonerp
Workday’s 8/24/2016 Earnings Call — Non-Financial Thoughts - by @infullbloomus
"I take a lot of teasing from my colleagues because of my emphasis on (some would say devotion to) some very specific design principles for enterprise software. One of these is interrogatory configuration. But what may have looked like foolish devotion to many is critical, in my view, to the vendor’s economics as well as to the customer’s sanity in the continuous implementation of true SaaS."
preferred  architectural  behaviors  saas  vocabulary  shapes  our  thinking  workday 
september 2016 by jonerp
The future of work is about capabilities you (should) already have - by @pfersht
"Frankly, I’m sick and tired hearing about “Digital Skills” and “Creative Capabilities” being some far-flung capabilities which you need to go to Millennial school to develop (whatever that is). Digital skills are about understanding your customers’ current experiences and intelligently leveraging every traditional, social and mobile channel touching your business to make them richer. Creative capabilities come from collaborating and challenging yourself with your colleagues and partners."
design  thinking  digital  transformation  hfsresearch.com  homepage  hr  strategy  robotic  process  automation  enterprise  irregulars 
may 2016 by jonerp
Rescuing BPO from its trough of directionless boredom: Make jobs challenging and creative - by @pfersht
"What’s alarming is the failure of enterprises to create and communicate a viable BPO career path for seven-out-of-eight professionals with under two years’ experience. And – while 63% of newbies strongly agree their job is vital to business performance, a depressing one-in-eight are actually excited by their career choice. "
2015  talent  in  bpo  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  captives  shared  services  strategies  contact  center  omni-channel  crm  marketing  design  thinking  digital  transformation  finance  &  accounting  global  healthcare 
april 2016 by jonerp
It’s time we started Being As-a-Service - by @pfersht
"Our industry is beset by fear, like never before. People are scared – they know their skills and capabilities could quickly become obsolete in a world where the job openings increasingly demand creativity, analytical prowess and an ability to pivot across domains. Suddenly, if you’re not a Digital native who talks about endless disruption and the coming robo-geddon, you’re a dinosaur… The gap between hype and reality has reached ridiculous proportions, and it’s time we stopped thinking about the fantastical future and focus on what we can achieve today."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cognitive  computing  design  thinking  digital  transformation  hfsresearch.com  homepage  hr  strategy  it  services  robotic  automation 
march 2016 by jonerp
Confusion-as-a-Service: The massive disconnect between vision and reality - by @pfersht
"I have never known a time in the world of business when there is no much hype, confusion and unsettlement. Sadly, we are now living in a world where snippets of soundbites are so intensely shared across the variety media we use (I nearly said “omnichannel”) that our industry is completely dominated by hype, as opposed to reality."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  confusing  information  contact  center  omni-channel  crm  marketing  design  thinking  digital  transformation  finance  &  accounting  bpo  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage 
march 2016 by jonerp
From Human Resource Management To Worker Management Or ??? - by @infullbloomus
"I’d like to change our collective vocabulary from HRM to WFM (workforce management), but that abbreviation has been in long use to describe the functions and software that manage scheduling, time and attendance, and related processes. Could I repurpose WFM to a much broader use? Probably not given the marketing $$ committed to its traditional meaning. So what’s a language precisionist supposed to do?"
hrm  it  intersection  humanoid  robots  looking  back  forward  vocabulary  shapes  our  thinking 
february 2016 by jonerp
Why 77% of the C-Suite really want provider-replacement therapy - by @pfersht
"Outsourcing is very much the direction the C-Suite wants to take to do the redesigning. 62% see a genuine need to bring in external specialists to redesign their operations, compared to only 24% of their middle layer. Clearly, leadership realizes their existing team just doesn’t have what it takes to do much more than keep the same old widgets turning."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cognitive  computing  design  thinking  digital  transformation  hr  strategy  it  services  knowledge  &  robotic  automation 
january 2016 by jonerp
IBM, Infosys, Accenture and Cognizant lead in the industry’s first Design Thinking Blueprint - by @pfersht
"Being successful in the As-a-Service Economy requires ambitious service providers to make fundamental changes to their whole approach to service design and delivery. At the heart of this evolution, is a shift to service solutions being designed with real business context, as opposed to simply “looking at a process”. This involves a genuine focus on approaching and interpreting a client’s challenges, identifying and experimenting with opportunities, and ultimately evolving these approaches into the service delivery."
2015  hfs  buyers  summit  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  design  thinking  digital  transformation  global  services  blueprint  results  enterprise  irregulars 
january 2016 by jonerp
Data is eating the services industry! - by @pfersht
"In short, Dries is correct in his view that the value is no longer really in owning the software, it’s in owning and orchestrating data powered by huge internet-enabled communities. And it’s also very appropriate to take this viewpoint when we look at the future of operations and service delivery, which I’ll get to soon."
analytics  and  big  data  business  process  outsourcing  (bpo)  cognitive  computing  design  thinking  digital  transformation  it  services  knowledge  &  robotic  automation  saas  paas  iaas  bpaas 
january 2016 by jonerp
10 issues defining the services industry in 2016 - by @pfersht
"We’ve pooled all the big discussion topics from our recent service buyers summit in Harvard and let our analysts loose to demand 10 big things the industry needs to address if we are going to drag ourselves away from legacy land and avoid becoming massage therapists… and venture into the promised land of the As-a-Service Economy"
2015  hfs  buyers  summit  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cloud  computing  cognitive  contact  center  omni-channel  crm  marketing  design  thinking  digital  transformation  global  services  hr  strategy 
january 2016 by jonerp
Site Visit - IBM Design Studio Austin - by @holgermu
"Always great to visit design centers, especially when they are successful and have moved the needle for their respective organization. It is fair to say that Design Thinking, the IBM design centers, starting with Austin and the designers have made a substantial difference to current IBM products. When mainframe engineers use Design Thinking for a zOS upgrade – you know IBM is onto something that works and transforms the way how the vendor builds its products."
design  thinking  ibm  innovation  lab  uix  usability  user  interface 
december 2015 by jonerp
Why we mustn’t make the same mistakes with RPA that we made with BPO - by @pfersht
"Glaring into a future, where there is no written rule book, no set curriculum to follow, can be a little daunting. So it can’t hurt to take a look at some of the mistakes of our past to create a more long-term, focused strategy to set us in better stead as we embark on this new wave of change and disruption to our cosy little world"
featured  posts  technology  software  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cognitive  computing  design  thinking  digital  transformation  enterprise  irregulars  hfsresearch.com  homepage  it 
december 2015 by jonerp
80% of outsourcing relationships fail to deliver collaborative value… so what can we do? - by @pfersht
"Design Thinking in services is based, primarily, on both service buyer and provider coming together to create business outcomes that are mutually beneficial – and motivational – for both parties. However, this must be established as ongoing collaboration across all key relationship stakeholders, and not simply two days of senior management putting sticky notes on each others’ foreheads."
business  featured  posts  2015  hfs  buyers  summit  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cognitive  computing  design  thinking  enterprise  irregulars  hfsresearch.com  homepage  hr  strategy  it  services 
december 2015 by jonerp
Life beyond automation? Consider the H Factor - by @pfersht
"I woke up to an interesting piece by Everest’s Peter Bendor Samuel yesterday, where he describes how IT service providers have developed their delivery staff into, essentially, “human robots”. He goes onto say that, while providers have delivered real value serving up these “human robots” to their clients, their staff no longer wish to work in such a robotic fashion."
business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  design  thinking  digital  transformation  hfsresearch.com  homepage  hr  strategy  it  services  robotic  automation  security  and  risk  social  networking  change  management 
november 2015 by jonerp
Why Accenture’s acquisition of Cloud Sherpas is both an offensive and defensive move - by @pfersht
"HfS views the success of this acquisition tied to Accenture’s capability to integrate its capabilities across operations, consulting and systems integration and to use the core training and certification methodologies of Cloud Sherpas to transform Accenture’s own ability to grow Salesforce consulting, implementation and management talent."
business  process  outsourcing  (bpo)  cloud  computing  crm  and  marketing  design  thinking  hfsresearch.com  homepage  it  services  saas  paas  iaas  bpaas  talent  in  sourcing  the  as-a-service  economy 
september 2015 by jonerp
Social intelligence and reputation are the keys to survival in this automating world - by @pfersht
"However, I have good news for the paranoid – computers are still really bad at simulating social interaction. What’s more, team work is becoming more critical than ever, as we need to keep adapting to a changing work environment. Your personality and ability to excite, befriend, intellectually stimulate, or just have a laugh with the people around you, is now more critical than ever."
2015  as-a-service  study  buyers'  sourcing  best  practices  design  thinking  hfsresearch.com  homepage  social  networking  change  management  talent  in  the  economy  automation  enterprise  irregulars  hfs  research  phil  fersht 
august 2015 by jonerp
Hello As-a-Service Economy, goodbye Outsourcing, Part I - by @pfersht
"But outsourcing hasn’t failed. Only 13% of service buyers in our new Ideals of As-a-Service study believe there is no more value to be found in the current outsourcing model. Outsourcing is the starting point towards driving out bloated labor costs, centralizing the delivery staff within a service provider, and creating some basic common standards across processes. However, it’s not the end-solution for ambitious firms, it’s merely the start of the journey towards this future vision of “As-a-Service”.
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cloud  computing  design  thinking  digital  transformation  global  services  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  hr  strategy  it 
august 2015 by jonerp
Forget Uberization, we must avoid Subwayfication - by @pfersht
"The As-a-Service Economy is all about achieving the outcomes we most want with a great service experience. So let’s look at how to avoid that not happening and becoming legacy businesses that failed to stay ahead of the demand curve."
absolutely  meaningless  comedy  design  thinking  hfsresearch.com  homepage  sourcing  change  management  the  as-a-service  economy  enterprise  irregulars  phil  fersht  subway 
august 2015 by jonerp
Visualizing @vsikka's first year at Infy - by @pfersht
"So… one year into the new job and Infosys’ Vishal Sikka has managed to perform a task noone thought possible. He’s dragged a once-famous Indian-heritage IT services firm – kicking and screaming – out of a maddening tailspin into that dark sinkhole of legacy-ness that is scaring the life out of today’s services industry.

The reason for this is quite simple – he never brought with him a baggage of legacy services culture."
analytics  and  big  data  business  process  outsourcing  (bpo)  cloud  computing  design  thinking  digital  transformation  hfsresearch.com  homepage  hr  strategy  it  services  heros  sourcing  change  management  talent  in 
july 2015 by jonerp
Forget the sharing economy, we’re in the uncaring economy - by @pfersht
"However, iet’s be honest here – who really cares about these taxi drivers being forced to improve their services, clean their cabs, clean themselves, start using credit card machines and even (on occasion) help you with your bags? The fact is, unless you are a legacy taxi driver, or related to one, you’re most likely delighted they are being forced to get competitive and improve their services."
buyers'  sourcing  best  practices  design  thinking  digital  transformation  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  robotic  process  automation  saas  paas  iaas  and  bpaas  social  networking  change  management  talent  in 
july 2015 by jonerp
Why Design Thinking can save the outsourcing industry - by @pfersht
"We’re trying to forge a new identity for ourselves and re-imagine what our careers, our services and our platforms could be like if we only figured out how we can define, prioritize and realize business outcomes that are valuable, as opposed to merely keeping the same old factory ticking over at the lowest possible cost."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  design  thinking  digital  transformation  global  services  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  hr  strategy  it 
july 2015 by jonerp
Modest Rant — Your HR Technology Portfolio Contains Three Types Of HCM Applications - by @infullbloomus
"When I look across all of HRM with the most expansive and contemporary perspective on work and workers (so here I include humanoid robots as workers but clearly not persons), I see the need and market for three very different types of applications. I’ve chosen to call these (making it very obvious that I am NOT a marketing guru) utility, core and niche applications."
enterprise  software  hr  tech  hrm  hrmds  ksaocs  vocabulary  shapes  our  thinking 
may 2015 by jonerp

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