Wim Rampen’s It’s time to start humanising #digital

 With the rise of Digital enterprises we are made to believe that digitization is the only way to success.

Digital Transformation is on the agenda of nearly every company by now.

Budgets are soaring, as are the promised benefits.

If companies are struggling to meet quarterly results you will likely see industry analyst and pundits screaming for more and faster digital transformation.At the same time we see claims it’s not so much about transformation as it is about maturing. And we see 100% digital companies in e-commerce open up real-life stores and branches in an unprecedented pace.

Digital and physical seem to do well together.

Better even than each separately.Emerging technologies are the talk of the town, fueling the digital transformation hunger. People gather around the water-cooler to discuss what could be and might be, often forgetting that many of these technologies require more than 5 to 10 years to mature. And forgetting that New Technology + Old Organization results in nothing more than a very expensive old organization.

Obsess over your Customer’s job

Of course new technology requires experimentation to see what it can do for you or your Customers. I believe though it is even more important to experiment with a clear view of the problems you are trying to solve. And to do that you need a clear view on the problems your customers encounter when trying to get their jobs done and meet the desired outcomes from it.

Read all: IT’S TIME TO START HUMANISING DIGITAL | Wim Rampen | Pulse | LinkedIn

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I’m sorry too: The post-it break up #servicedesign #ux #research

I know, I know. UX researchers are supposed to be in love with their post-it notes and affinity diagrams. Forgive me, but when it comes to note-taking and distilling findings from user research and usability testing, I think we might have gone a bit overboard.

Affinity diagramming is one of the most popular methods for organizing ideas and qualitative data, but if misused, it can easily become a fatiguing exercise, which looses its merit.

In this session you will learn some of the pitfalls to avoid when using affinity diagramming for user research and explore some alternative methods that have proven to be successful for collaborative analysis.

My point of view: I agree. For collaborative analyses one should neglect the wisdom of crowds and other emerging tech developments

Arne van Oosterom 2010 classic! Mapping out customer experience excellence: 10 steps to customer journey mapping

Customer journey mapping could hold the key to analysing and improving the customer experience. Only recently, a report from the Cabinet Office recommended CJM for authorities to provide a more efficient and cost-effective service. Arne van Oosterom outlines how it can help organisations – and lists the 10 key ingredients to a customer journey map.

A product or service is merely a means to an end. The real deeper value lies in the story attached

Read all: Mapping out customer experience excellence: 10 steps to customer journey mapping | MyCustomer

Will Companies using AI add more jobs than they cut? Read more at Recode

A few weeks ago the new U.S. Treasury Secretary Steven Mnuchin took some public flak for suggesting, in response to an interviewer’s question, that he was “not worried at all” that artificial intelligence would threaten the jobs of human workers, because in his view it is “50 or 100 years away.”

It’s not clear why Mnuchin would say that, but with respect, I have to correct him. Here’s a more accurate timetable for the likely economic impact by AI: Two years at most.

There’s growing evidence that as companies embrace AI to stay competitive, which they will, in the end these changes will create more jobs than they destroy.

The original question to Mnuchin was rooted in popular worries that AI will eliminate jobs in the near future. However there’s growing evidence that as companies embrace AI to stay competitive, which they will, in the end these changes will create more jobs than they destroy.

Earlier this year, ServiceNow commissioned a survey of senior executives at 1,874 companies of varying sizes across numerous industries in seven global markets. We asked their views on what automation might mean for their business in the next few years.

Read all: Companies using AI will add more jobs than they cut – Recode

My point of view: on a micro basis the assumption is that the deprecation of the investment and the additional staff costs (and all related expenditures) will be surpassed by additional revenue from the existing customers or new customers using current services or new services. How often will that be the case?