Design & Innovation Digital's Principal Analyst speaks further with Joanna Peña-Bickley, Amazon's Head of Design, Internet of Things about her unique philosophy, career journey and deep passion for customer experience.

About Joanna: Joanna Peña-Bickley is a humble visionary that has lead the way for such companies as, MATTER, Wunderman, Digitas, BBG Wordwide and Organic by applying her vast experience in brand strategy, design, and developing big creative ideas.

Joanna brings valuable award-wining creative experience in the management of large and complex marketing campaigns, content and platforms for companies like Facebook, Nokia, Microsoft, Hershey's American Express, Nestle Purina, JP Morgan Chase, Land Rover, FTD.com, Abbott, Warner Bros, MTV, Pepsi and Bacardi.

Brought to you by Service Design Week's Media Partner, The Accidental Design Thinker, take a closer look to see how they are learning more about Design Thinking and the Design Sprint.

Not long after “accidentally” discovering the world of design thinking, the Accidental Design Thinker was introduced to the equally wonderful world of service design. Brought to you by our 2018 Service Design Week Media Partner, take a look at how they discovered the wonderful world of service design.... through a failure.

Brought to you by Chaordix

If you’re ready to create a more meaningful relationship with customers, learn about the most effective ideation and insight generation techniques, and experience the benefits of a thriving co-creative community, read on!

Brought to you by Chaordix

When You’re Too Big To Think Big
If you’re reading this, it’s because you’re a leader who wishes to drive innovation in your company in a thoughtful and purposeful way. That’s why entire sections of this book are dedicated to learning how to manage an open innovation project, avoid common mistakes, and find the right tools.

How can we systematize what seems like the “luck of the draw” of finding someone in a completely different industry who has the answer to our current challenges?

How can we hop on tools and technology trends in a strategic way that helps us meet our organizational objectives?

How can we go beyond idea generation to use open innovation to beat the competition, conduct groundbreaking research, and form partnerships with the best external organizations and individuals?

These are some of the questions Chaordix will be exploring in “The Chief Innovation Officer’s Guide to Open Innovation in a Mobile, Social World”.

Brought to you by Chaordix

What do people want to buy? Wouldn’t every marketer love to know. It’s a fundamental question that leads to several others.

Is it an item’s features that matter most?

How important is storytelling for selling a particular product?

How much is a customer willing to pay for a given thing?

Over time, it’s grown harder to properly answer these questions. Some companies achieve sales success with great campaigns while others stick to offering fantastic features.

Here’s the problem: We’re using an outdated first question.

Brought to you  by Chaordix, the Marketer’s Guide to Participation Marketing (and Co-creation) will help you do just that.

Getting ready for Service Design Week?

Take a look at our 2018 Service Design Week Attendee Kit for the exciting new things we have in store for you!

- FAQs
- Speakers
- The Fun Stuff
- Onsite Team
- 2018 Event Partners
- The Accidental Thinker

Rubbermaid Commercial Products (RCP) asked IN2 to design a new service that would improve the recycling rates in commercial office towers. We got to take on a problem experienced all around the world – recycling– and, by focusing on the daily experiences of office workers, show significant improvement in how much of the offices’ waste they recycled.

Service design is fundamentally meant to create complete and holistic customer experiences. But all too often, we find large organizations struggle with the scope that is truly required of whole experiences. Check out this Service Design recap to help you design more whole-journey, customer-centric services. 

Interested in attending Service Design Week this year? Take a look at the 2018 Post Show Report to see what you missed! 

Customers do not feel you are delivering a great experience. Worse, they question whether you and your employees care about solving problems, listening to feedback and making improvements.

Do not let this doubt linger. Do not go another year without turning customer centricity into a reality for your business.

Let our Market Study on Trends In CX Design & Strategy guide you to unparalleled results. Citing in-depth research about what customers want, where brands are failing, and how brands are investing, it the key challenges and opportunities to consider when building your CX. It closes with case study insights that will you help you transform from a brand that wants to do better into one that sets the standard.

Topics include:

• Customers’ biggest CX complaints and pain points
• Proof of CX’s impact on customer acquisition and advocacy
• Why your customers are switching to competitors
• Which channels customers like – and don’t like
• How customers really feel about bots
• What “personalization” means to today’s customers
• Easy ways to tailor the CX
• 5 biggest challenges for companies
• Which CX initiatives are the most urgent

Brought to you by CCW Digital, in today’s era of customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating “pain points” for your customers.

This Special Report on Customer Journeys will help you avoid those pitfalls.

Not simply a call to think about customer journeys, this report explores how to leverage journey maps to orchestrate frictionless, personalized, engaging experiences across all channels. Topics include:

• 3 ways to increase customer centricity with journey maps
• 6 ways to drive business results with journey maps
• 5 challenges to mapping (and improving) customer journeys

5 steps for meaningfully elevating the customer experience

Service Design is relatively new. Most FinServ organizations are not. Based on extensive industry research and feedback from our Service Design sector events, including Design Thinking, the urgent need for customer centric, digital transformation in financial services is stronger than ever. The Service Design for Financial Services Focus Day will dive deep into approaches and methods that are considered valuable in gaining buy-in from business and system partners and innovating through regulations and compliance requirements. 

Featured Sessions:
- How Can a Strategic Design Function Impact a Financial Services Organization?
- Transform Customer Data into Meaningful Insights for Design
- Designing around Culture: Mobilize the Frozen Middle
- Cyber-Security: FinServ’s Leading Challenge