Businesses face several challenges related to customers, service (or lack of) and the internal organisation. Livework helps businesses understand several hot topics and current market trends from customers and business perspectives. This enables us to imagine and design services that are proven to deliver value to customers, work for the business and can be embedded in the organisation.

Themes:

  • All
  • Business design
  • Cross channel
  • Customer behaviour
  • Customer engagement
  • Customer experience
  • Customer lifecycles
  • Customer relationships
  • Digital relationships
  • Innovation
  • Organisational challenge
  • Outside-in perspective
  • Service design
  • Service strategy
  • Service transformation
  • Technology impact
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Becoming relevant in financial services

Becoming relevant in financial services

The era of traditional banking products is changing as companies like Fintech & other established technology firms enable customers to take greater…

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Service Design for Business book launch, Oslo

Service Design for Business book launch, Oslo

Tjenestedesign – nyskapning og forbedring av tjenester – er ikke en eksklusiv aktivitet for designere; det er noe enhver organisasjon må gjøre…

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User inspired services in the building sector

User inspired services in the building sector

Buildings are transforming from a place for work or leisure to spaces that do not have a single, pre-determined function. It is…

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Customer experience architecture

Customer experience architecture

Service providers are continually reshaping their offering in response to changing customer needs and demands. As customer expectations change, businesses need to…

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B2B evolution in the digital age

B2B evolution in the digital age

B2B buyers are no longer accepting delays; they now expect their suppliers to provide the same seamless experience as they receive in…

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Drivers and challenges in going digital

Drivers and challenges in going digital

Customers are becoming much more aware of digital technologies and are adopting new ways of engaging organisations at a much faster rate….

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Better service communication helps customers and the business

Better service communication helps customers and the business

People are often frustrated by brand promises not living up to their actual service experience. Failed service communication is a major cause…

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More sales through better service

More sales through better service

Simply competing on price and product features doesn’t offer a sustainable competitive advantage. Customers are increasingly willing to pay for good service,…

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Digital maturity is the essential capability for every organisation

Digital maturity is the essential capability for every organisation

Digital advantage for an organisation demands looking further than digitising a service or introducing another app. An effective digital strategy requires a…

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Organisations pursue the complete solution

Organisations pursue the complete solution

Technology is playing a much bigger role in customers’ lives, and is changing the way senior management view the IT department. Historically…

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Make something that people want

Make something that people want

The amount of choice and quality available to customers is forcing organisations to rethink the way they deliver products and services. Customers…

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Understanding and owning the customer ecosystem

Understanding and owning the customer ecosystem

The world of digital is changing the face of the business landscape. Established household names are now going toe to toe with…

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Psychology of customer defection in a digital world

Psychology of customer defection in a digital world

Customers who are dissatisfied with your service and don’t feel listened to are increasingly using social media to voice their complaints publicly….

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The digital customer relationship in financial service

The digital customer relationship in financial service

Customer trust and loyalty towards financial service providers is extremely low and is dropping further. Massive investment in systems, products and processes…

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CRM systems that work for customers

CRM systems that work for customers

Customer relationship management, customer relationship analytics and salesforce automation are some of the enterprise systems that capture the customer view. However, customer…

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The architecture behind customer experience

The architecture behind customer experience

Businesses across sectors face the challenge of overcoming internal constraints and enabling an excellent customer experience. Back-end systems in particular…

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Customer loyalty: expensive to buy, easy to lose

Customer loyalty: expensive to buy, easy to lose

Businesses talk about reasons why customers are loyal to their brand, product or service. Customers don’t perceive their use or association with…

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The telecoms customer lifecycle

The telecoms customer lifecycle

Most organisations have a long list of things they want to improve to make life better for customers and progress the business….

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Customer impact through services

Customer impact through services

Fighting for customers’ attention against the (marketing) noise of direct and indirect competitors is expensive and ineffective. Once customers have bought a…

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Make it work and make them want it

Make it work and make them want it

Business leaders recognise that creativity makes ideas desirable. The challenge is to combine creativity and business practices. The art is to get…

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Customer experience and the business case

Customer experience and the business case

Business cases are reviewed, accepted or rejected based on a set of criteria that seldom includes any customer metrics or goals. Worse,…

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The power of measuring customers’ experience

The power of measuring customers’ experience

Customer related measurements such as Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Index (CSI) have all made their…

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Service principles guide customer experience

Service principles guide customer experience

When people in an organisation have different interpretations of what really matters to customers, the customer experience falls apart. The difficulty is…

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Engage staff early to build on their know-how

Engage staff early to build on their know-how

Customer-facing staff, and their positive attitude towards change, are key to delivering a successful service. Often staff see change as a…

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Design brings people out of the trenches

Design brings people out of the trenches

Design thinking and service design can do far more than make new services visually appealing and easy to use. The skills, tools…

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From service recovery to problem prevention

From service recovery to problem prevention

The creation of a customer service department is not the solution for businesses faced with systemic complaints. Entrusting customers with the choice…

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Your service is your brand

Your service is your brand

In the past, brands were built through brand communications. Today’s customers don't just trust mass communication, but reach out to personal networks…

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Build creative stamina

Build creative stamina

Innovative propositions must overcome a wide variety of challenges on the path to market success. Technology, markets and customers change so quickly…

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The equity of services

The equity of services

Businesses compete fiercely on products, price and branding to acquire new customers. However, customers will only return if the organisation creates a…

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Know the actors and factors in your customers’ world

Know the actors and factors in your customers’ world

The success of a new service is dependent on an organisation’s ability to recognise the complexity of people’s lives. A customer considering…

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Experience the outside world

Experience the outside world

The only way to really know both your customers and your service is to see things from their perspective. This will not…

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From customer experience to competitive advantage

From customer experience to competitive advantage

Delivering a good customer experience is often more effective in building a competitive advantage than optimising internal processes. Companies shifting their investment…

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Don't fear customers' reality

Don't fear customers' reality

Great ideas fail for all sorts of unexpected reasons. But failures can be anticipated and even avoided by ‘live testing’ during the…

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Digital customer confusion and indecision

Digital customer confusion and indecision

Even well designed websites have visitors who need to use a second or third channel to complete their purchase, or resolve their…

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Learn from real life pilots

Learn from real life pilots

Businesses invest billions in designing, developing and launching products. Many forget to pilot the full experience with real customers and staff….

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Customer data is not customer knowledge

Customer data is not customer knowledge

Organisations get blinded by systems that process staggering amounts of data, and expect them to generate fantastic customer insights. Big data holds…

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Online, powered by call centres

Online, powered by call centres

The online shops of some well known brands seem successful but are not. Online accounts for the revenue, but the cost of…

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Identify customer and business hotspots

Identify customer and business hotspots

Everyone agrees that customer experience is important. However, delivering a great customer experience is hard. Generally the customer experience covers the whole…

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Aligning the business with customers

Aligning the business with customers

Every large organisation complains about the “silo effect” – departments working in isolation. Customers seemingly suffer as a result of disjointed organisational…

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Service marketing means action

Service marketing means action

Some of the world’s most valuable brands are rarely found on billboards. This does not mean that they don’t spend money on…

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Follow customers across silos

Follow customers across silos

Only the customer experiences an organisation as a whole. Only the customer suffers the long waiting times, odd procedures, and other irritations…

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People feel first and think later

People feel first and think later

Customers value organisations that make things simple for them. Yet many businesses struggle to understand which benefits and features people appreciate. Identifying…

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Surprise with the expected

Surprise with the expected

Customers expect services to just work. However, services often don’t, even when the source of frustrations is identified and is inexpensive to…

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Goldmine in your business

Goldmine in your business

Believe it or not – customers and staff are people, and people rarely behave as planned. But the messy and unexpected reality…

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Be relevant for your customers

Be relevant for your customers

You can’t build relationships by spamming customers. Most of the time they want to keep services in the background. However, the moments…

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Work with the customers you know

Work with the customers you know

Large service organisations are lucky: they have lots of customers. Unfortunately, they often don’t value them highly enough. In industries such as…

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Services add value to products

Services add value to products

From high-tech manufacturing to complex software, most products have more functions than customers ever use. Moreover selecting a product is an activity…

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Measure customer experience not channel performance

Measure customer experience not channel performance

Organisations traditionally measure customer satisfaction within channels. This fails to capture the full customer experience, which cuts across channels. Customers do not…

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Services get you closer to your customers

Services get you closer to your customers

Organisations talk about good service but do not invest or commit to this. Services also lag behind products in customers’ affections. Yet…

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