For this discussion paper, part of their ongoing research into evolving technologies and their effect on business, economies, and society, McKinsey mapped traditional analytics and newer “deep learning” techniques and the problems they can solve to more than 400 specific use cases in companies and organizations. Drawing on MGI research and the applied experience with artificial intelligence (AI) of McKinsey Analytics, they assess both the practical applications and the economic potential of advanced AI techniques across industries and business functions. They continue to study these AI techniques and additional use cases. Key findings For now, here are the key findings: … Continue reading McKinsey’s notes from the AI frontier: Applications and value of deep learning
Customer experience arrived in the early 2010’s It was the message in Kerry Bodine’s recent post that triggered me: “Back in early 2010’s, the field of customer experience was still fairly new and so we felt the need to clarify exactly what it was we were talking about. But in the five and a half years since publication (of Kerry Bodine’s book -Fred), the role of customer support groups has expanded….” What were the predicted service trends at the start of the 2010’s? Checking my archives, i found this paper claiming the service trends of this decade: Lessons from … Continue reading Customer Service Evolved — So DID Your CRM Execution?
Companies will need to increase automation and streamline their organization if they are not to be overwhelmed by the challenge of sustaining GDPR compliance over the long term. With the EU’s General Data Protection Regulation (GDPR) coming into effect on May 25, 2018, businesses are scrambling to put compliance measures in place. McKinsey Research However, recent McKinsey research showed that few companies feel fully prepared. As many as half of them expect gaps to remain after the cut-off date, especially in some areas of IT. These companies are resorting to temporary controls and manual processes to ensure compliance until they implement … Continue reading GDPR compliance after May 2018: A continuing challenge
he report seeks to map and analyse current and future paradigm shifts which are characterised by a general shift from analogue experience of human life to a digital one. On the other hand, and in light of this shift, it seeks to re-evaluate our understanding of the fundamental values most crucial to the well-being of people, those taken for granted in a data-driven society and those most at risk. Continue reading Indeed, A design perspective in digital ethics in our digital age! What’s yours?
THE AGE OF PERPLEXITY: RETHINKING THE WORLD WE KNEW An apparent paradox Evidence of technological change, led by advances in digital technologies, is all around us. One must only bear witness to the increasing sophistication of cell phones and computer systems, digital platforms transforming information and communication, and expanding uses of robotics and artificial intelligence. Technology is a key engine of productivity growth, allowing humans to achieve ever higher levels of efficiency. How is it then, one might ask, that productivity growth has been slowing in major economies in the past few decades, just as these technologies boomed? What explains … Continue reading ADVANCED TECH, BUT GROWTH SLOW AND UNEQUAL: PARADOXES AND POLICIES by ZIA QURESHI
Achieving change in a world ever more defined by complexity is difficult. We face an array of complex ‘wicked’ problems, from an ageing population to climate change to intergenerational cycles of poverty. It can often seem that these challenges are insurmountable and that we lack the ability to make meaningful change. To find opportunity in challenge will require reimagining the ways that we currently think about innovation and design. The narrative around a ‘fourth industrial revolution’ risks narrowing the focus of innovation to technology which would locate innovation-led growth solely in the outputs of universities and research institutes, or technology … Continue reading From design thinking to system change (RSA report downloadable)
London is one of the world’s most attractive, dynamic and powerful cities, with an incredible mix of commerce, culture and people. With an economy generating around £400 billion every year in economic activity, it has rightly established itself as a … Continue reading Report: potential London ’s economy and labour market.
An Introduction to Service Design: Designing the Invisible By Lara Penin Bloomsbury Visual Arts, May 2018 344 pages A comprehensive introduction to designing services according to the needs of the customer or participants, this book addresses a new and emerging … Continue reading [Book] An Introduction to Service Design
For many of us (managers, consultants, employees) who are curious of “design thinking,” this Forrester report contains a surprising and important message. The report The report deals with IBM that went through a major transition. Once, design thinking was an … Continue reading The full Forrester report: learn more about IBM’s design thinking practice
This guide brings together a collection of practical tools and methods for using design in public services. How it helps you Created by Nesta and IDEO as part of Design for Europe. Iit offers ways to do things differently by … Continue reading NESTA & IDEO designing for public services guide