April 28, 2016 /

Empathy, IT and the Digital Service Economy

Sue Bethanis hosts Jeff Sussna, Founder and Principal of Ingineering.IT and author of the book, Designing Delivery: Rethinking IT in the Digital Service Economy which outlines how companies need IT to be adaptable, responsive partners with a focus on customer empathy. Sussna traces the journey from scientific management and top-down complicated systems, to more agile, complex systems that are “sloppy … yet highly resilient.”

Jeff and Sue discuss:
  • How traditional IT needs to change in order to live and survive in the digital world
  • Designing for empathy – how organizations struggle when they do not learn and evolve through conversations with customers
  • Empowering employees to co-create satisfaction with customers – designing organizational structures, communications channels, delivery and response systems, and cultural expectations

Follow him Twitter: @jeffsussna

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June 26, 2014 /

Design-Driven Cultures

Sue hosts Steve Reynosa, Director of Organizational Development for Citrix Systems. Steve is an evangelist and convert of how design-driven initiatives can reshape a company culture. He brings an insider’s perspective on how a design-driven culture impacts the way human resources approaches process deliverables inside an organization. His tips will help you understand the impact design can have on a business.

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March 20, 2014 /

The Art of Interviewing Users

Sue hosts Steve Portigal, an expert interviewer, and founder of Portigal Consulting, a boutique firm that helps companies discover and act on new insights about their customers and themselves. His specialty areas include ethnographic research, qualitative market research, user experience and design strategy, among others. Steve shares tips from his book, Interviewing Users: How to Uncover Compelling Insights, and insights on a successful user research study, including finding participants, designing the interview strategy, formulating and asking questions and managing yourself and participants through the stages of the interview.

Follow him on Twitter at: @steveportigal

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December 19, 2013 /

Customer Experience

Sue hosts Catherine Porter, Vice President, International Development, at OpenTable. Catherine’s expertise includes international expansion, business development, and marketing, most recently at LinkedIn, where she was responsible for launching and leading LinkedIn Japan.

Catherine shares tips on learning about international user needs and integrating them successfully in your product or service, overcoming challenges with accommodating unique international user needs (such as social or cultural norms) while maintaining brand consistency, and offer ideas for measuring the effectiveness of user experience initiatives.

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November 29, 2012 /

Designing for Growth

Sue hosts Jeanne Liedtka, strategist and professor of business administration at the Darden School of the University of Virginia, particularly known for her work on strategic thinking, design thinking and organic growth. Jeanne will discuss her book, Designing for Growth: A Design Thinking Toolkit for Managers, and the ability to turn abstract ideas into practical applications for optimal business growth.

Follow her on Twitter: @jeanneliedtka

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May 31, 2012 /

Creating a Design-Thinking Culture

Sue hosts Catherine Courage, VP of Product Design at Citrix, her insights about what works and what doesn’t when creating a new “design doing” team and culture within your organization.

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May 4, 2012 /

Your Business Re-designed

Sue hosts prominent design thinker Roger Martin, Dean of the Rotman School of Management at the University of Toronto.  Roger will discuss his book, The Design of Business: Why Design Thinking is the Next Competitive Advantage, and what it takes to keep an organization moving forward while not neglecting the efficiencies and rewards of the present offerings. Leaders at any level can learn how to hold space for these seemingly opposable goals for incredible competitive advantage.

Follow him on Twitter: @RogerLMartin

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March 22, 2012 /

Why Design Matters

Sue hosts Bill Burnett, Stanford Design Professor and discuss three critical components of design thinking: Empathy, or putting yourself in your customer’s shoes; brainstorming, to produce a myriad of ideas; and rapid, imperfect prototyping designed to vet ideas quickly. This process applies to services as well as products, so all leaders will find value in learning this dynamic process.

Follow him on Twitter: @wburnett

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January 24, 2012 /

Brand Thinking for Leadership

Sue hosts, prominent designer and design thinker Debbie Millman. Debbie discusses her book, Brand Thinking and Other Noble Pursuits, and what it really means to brand your company, product, service, even your person in order to attract the customers and clients you want, and how to apply some of that big-picture thinking to where you want to lead your company in 2012.

Follow her on Twitter: @debbiemillman

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